ABHAVTECH WXCC SKILLS INVENTORY
SKILL NAME TYPE VALUES/RANGE AGENTS MIGRATION
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FUNCTIONAL SKILLS (Business Function)
Sales Boolean True/False 65 From UCCX
Support Boolean True/False 55 From UCCX
Billing Boolean True/False 15 From UCCX
TechnicalSupport Boolean True/False 15 From UCCX
Digital_Channels Boolean True/False 25 From UCCX
LANGUAGE SKILLS
English Proficiency 1-10 175 Enhanced
Hindi Proficiency 1-10 80 Enhanced
Tamil Proficiency 1-10 15 NEW (Phase 3)
German Proficiency 1-10 5 NEW (Phase 3)
REGIONAL SKILLS
Region_India Boolean True/False 150 NEW
Region_EMEA Boolean True/False 15 NEW
Region_Americas Boolean True/False 10 NEW
PRODUCT SKILLS
ProductA_Expert Proficiency 1-10 8 From UCCX
ProductB_Expert Proficiency 1-10 7 From UCCX
ProductC_Expert Proficiency 1-10 5 NEW
SPECIAL SKILLS
VIP_Handler Boolean True/False 10 NEW
Escalation_Handler Boolean True/False 5 NEW
Callback_Qualified Boolean True/False 50 NEW
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
TOTAL SKILLS: 18 (vs 8 in UCCX)
NEW SKILLS: 10 (regional, language proficiency, special handling)
PROFICIENCY SCALE:
1-3: Basic (can handle simple inquiries)
4-6: Intermediate (standard handling)
7-9: Advanced (complex issues)
10: Expert (training others, escalation point)
ABHAVTECH SKILL PROFILE SPECIFICATIONS
PROFILE NAME SKILLS INCLUDED AGENT COUNT
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SP-01: Sales_India_EN_HI
Description: India sales agent - English & Hindi
Skills: Sales=TRUE, Region_India=TRUE
English=7, Hindi=7
Agent Count: 35
SP-02: Sales_India_EN
Description: India sales agent - English only
Skills: Sales=TRUE, Region_India=TRUE
English=8, Hindi=3
Agent Count: 10
SP-03: Sales_EMEA
Description: EMEA sales agent
Skills: Sales=TRUE, Region_EMEA=TRUE
English=9
Agent Count: 12
SP-04: Sales_Americas
Description: Americas sales agent
Skills: Sales=TRUE, Region_Americas=TRUE
English=9
Agent Count: 8
SP-05: Support_India_General
Description: India support agent - general
Skills: Support=TRUE, Region_India=TRUE
English=7, Hindi=6
Agent Count: 40
SP-06: Support_Billing
Description: Billing specialist
Skills: Support=TRUE, Billing=TRUE
English=8
Agent Count: 15
SP-07: TechSupport_ProductA
Description: Technical support - Product A expert
Skills: TechnicalSupport=TRUE, ProductA_Expert=8
English=8
Agent Count: 8
SP-08: TechSupport_ProductB
Description: Technical support - Product B expert
Skills: TechnicalSupport=TRUE, ProductB_Expert=8
English=8
Agent Count: 7
SP-09: Digital_Support
Description: Digital channel agent (chat, email)
Skills: Digital_Channels=TRUE, Support=TRUE
English=8, Hindi=5
Agent Count: 25
SP-10: VIP_Handler
Description: VIP customer handler
Skills: VIP_Handler=TRUE, Sales=TRUE, Support=TRUE
English=9, Hindi=7
Agent Count: 10
ABHAVTECH ROUTING LOGIC - DECISION FRAMEWORK
ROUTING DECISION FLOW:
* * * * * * * * * * * * * * * * * * * * * * *
Call Arrives at
Entry Point
IVR Flow - Determine:
(Language, Menu) - Language
- Function
- Priority
SKILL REQUIREMENTS SET
Example: Sales call, Hindi selected, from India Entry Point
Required Skills:
Sales = TRUE
Region_India = TRUE
Hindi >= 5 (proficiency)
Preferred Skills (if available):
Hindi >= 7 (higher proficiency preferred)
AGENT SELECTION ALGORITHM
Priority Order:
1. Agents with ALL required skills AND highest proficiency
2. Among qualified agents: Longest Available Agent (LAA)
3. If tie: Round-robin selection
SKILL RELAXATION (OVERFLOW)
Wait Time Relaxation Action
0-60 sec Match all required + preferred skills
60-120 sec Match all required skills only
120-180 sec Remove Region requirement (global pool)
180-300 sec Reduce language proficiency to minimum (3)
>300 sec Route to voicemail / callback offer
PRIORITY BOOST CONDITIONS:
* * * * * * * * * * * * * * * * * * * * * * * * * *
VIP Customer (CRM lookup): +2 priority levels
Repeat Caller (within 24hrs): +1 priority level
Negative Sentiment (AI detection): +1 priority level
Callback Request: Match original priority