Recent content by tiggerbouncy

Hi All With an IVR e.g. press 1 for x, press 2 for y, press 3 for z etc. Is it possible to force a customer, unless they hang up, to listen to all the IVR options before any of the options work for them. Regards Russell

Hi This is Voice. Thanks Russell

Hi We are seeing instances on agent reports which show a full 15 mins interval of Not Ready but the agent is also showing as answered a number of Skillset calls in that interval. Anyone had this issue and anyone resolved it please. Regards Russell

Hi The only way we can differentiate between sites is by agent and obviously we can get the number of calls answered per agent. But we cannot get how quickly those agent calls were answered. Thanks Russell

Hi Thanks for the reply. I understand that this info isn't particularly useful for the reasons you have specified. However, we are dealing with very senior non contact centre understanding type people and I have done this type of SL calc by team with an Aspect ACD. So if anyone knows how to...

Hi Folks We have a Frontline inbound telephony virtual service over 6 sites. Is it possible to calculate the Frontline Service level by site. Obviously, I can get the overall service level from the application info but cannot find a way to apply this to agents to be able to split the service...

Hi Is there a way of quick way of assigning and unassigning a skillset for a group of agents in AACC6. Thanks

Hi We are seeing calls terminated looking for a certain skillset in the evening because the evening team sometimes cannot have agents logged with that skillset enabled. IF NOT OUT OF SERVICE Cust_Serv_ooh THEN QUEUE TO SKILLSET Cust_Serv_ooh WAIT 2 END IF OPEN VOICE SESSION PLAY PROMPT...

Hi Hached Sorry, it is the, IF (AGE OF CALL >= gv_shortwait_overflow AND cv_call_queued = TRUE) We set the gv_shortwait_overflow to 25 secs and mostly the calls get answered within 25 secs but a handful queue for 50+ secs. This should not happen as the overflow skillset always has lots of...

Hi All We are having problems with the following script, so any comments would be grateful, specifically if we set the variable to say 25 secs before calls queue to overflow then most calls queue for that time but some wait 50+ secs. created : 09/10/09 version 1 */ IF (DATE =...

Hi We are trying to extract information about transfer calls both into our centre and out of the centre. We cannot find a report which gives us that info.

Hi We are looking to implement some postcode routing and would like help with how a script would work.

IF (DATE = gv_XmasAgreedfinishwithNL AND TIME OF DAY <> gv_xmas_eve_hours) OR (DATE = gv_xmas_closed AND TIME OF DAY <> gv_xmas_hours) THEN ROUTE CALL gv_nightline END IF IF (DATE = gv_bank_hols AND TIME OF DAY <> gv_bank_hol_hours) THEN ROUTE CALL gv_nightline END IF IF (DAY OF...

We have created a 'time variable' which means that if there were no frontline agents available, then the call/s would queue for the back office teams for a number of seconds set in the variable. The question is, is there a way we can ensure that if the calls are queueing for the back office...