Reporting on agents with different skills in one queue

With babelforce, there are many options to route calls. Often, customers decide to have one queue for each language, brand or overflow agent group. However, there might be a good reason why you want to have all agents in one queue.

Now you might be wondering how you can keep track of who called for which brand or language later on. There is an easy way to solve this. Let's explain how this works with the following example.

You have four representatives in your multi-language service and they all know different languages.

  • Zara: Eng + Esp
  • Yuri: Russ + Eng
  • Michi: Eng + Ger
  • Nasta: Russ + Ger

You organized them into language groups. So in your English group, you have Zara, Yuri and Michi, and so on.

At the end of the day you want to measure how many calls the English group took. Also, you want to know the split for each agent, so how many Russian calls did Nasta take versus German calls.

All you need to do is create a trigger and based on the trigger you build an event.

The group trigger

 

Make sure to select "contains". One agent will usually be in more than 1 group so you need to read out the matching part of the string (see screenshot from expression list).

The bridged event

Next, create an event that fires on "bridged" and updates the Zendesk ticket (of course, you need to make sure that a ticket is created for each incoming call, first) with the trigger created above. Add the tag english (or how ever you want to call it) and now you can report on how many English call your agent accepted.

This is how it could look like in the Zendesk ticket:

 

If you wonder how to report in Zendesk, you should read the help center chapter on Reporting. Here we explain in detailed how it works.

 

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