BCM450 6.0 - RCC report interpretation 1

[VoiceOfJoe]

We are on BCM450 6.0 release and running a "Answered CLID/DNIS" report. This reports show Date, Time of Day, Key, CLID, DNIS Skillsets and Time to Answer.

The question posed is this: Does the Time to Answer value reflect the hold time of all skillsets the caller may have been waiting in or just the last skillset? e.g. Caller is routed into SS1. SS1 has a day route to play a custom greeting with music for 5 mins, then afterwards transfer the caller into SS2. on the Report the detail line item shows SS2 and a value of 2min in the Time to Answer column. Did the caller wait a total of 7 minutes before getting answered OR did the caller only wait 2 minutes??

It's got to be one way or the other. My educated guess is that it reflect the total time the caller waited prior to getting answered. I'm looking for some confirmation.

Thanks in advance,
VOJ

 

[PeteITEL]

I think it will depend what you mean by 'Transferred'. Was the call "Overflowed" to SS2 or was it "Moved" to SS2? These are different types of call handling that can be applied to queued calls. Depends on how the call routing was configured in the BCM.

If the call Overflowed, it still queues at SS1 but widens the search to SS2. If an agent becomes free in SS2 the call is presented to that agent. Their handset will display the SS1 name so the SS2 agent can answer it appropriately. All the time that the call is queueing, it 'belongs' to SS1 and the incoming caller hears the SS1 queue announcements.

If the call was Moved, the call is taken from the SS1 queue and added as a new call into the SS2 queue. The call would then get the queue announcements from SS2 until it was answered. In this scenario the call then 'belongs' to SS2.

Another difference is that if the call overflows, it actually only truly overflows when an agent is available in SS2 to answer it. The overflow threshold might be set to (say) 30 seconds but an agent might not become available until 45 seconds later. The overflow action takes place at some point after the overflow threshold has expired.

With the Moved scenario the call is moved at the exact moment point when the threshold expires - because it is not dependant on an agent being available in SS2.

If you let us know which scenario you are using to get the call from SS1 to SS2 we can run that scenario in our lab here and give you a definite answer.

 

[VoiceOfJoe]

In our situation, we are dealing with calls "moved" between skillsets thru a transfer step in the skillset day routing after a specific amount of time has elapsed. We have several customer service skillsets that move calls after a 5 min hold time to our primary customer skillset where we have more agents available.

Simply trying to correctly interpret the "Answered CLID/DNIS" report and when it reports "Time To Answer" values. Does that mean cradle-to-grave time OR only the time the caller sat waiting on hold in the last skillset they were moved to. It's an important distinction when trying to intrepret call center activity.

Thanks for the feedback. Any further clarification is appreciated.
VOJ