CCMA6

[tiggerbouncy]

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 = 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 WEEK = gv_week_day AND TIME OF DAY <> gv_week_day_hours) OR
(DAY OF WEEK = SATURDAY AND TIME OF DAY <> gv_saturday_hours) OR
(DAY OF WEEK = SUNDAY) THEN
ROUTE CALL gv_nightline
END IF

IF NOT OUT OF SERVICE Frontline_General THEN
QUEUE TO SKILLSET Frontline_General
WAIT 2
ELSE
ROUTE CALL gv_nightline
END IF

WAIT 1

IF (AGE OF CALL >= gv_shortwait_overflow AND cv_call_queued = TRUE) THEN
IF NOT OUT OF SERVICE Frontline_Overflow THEN
QUEUE TO SKILLSET Frontline_Overflow
WAIT 2
ASSIGN FALSE TO cv_call_queued
END IF
END IF

OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT vs_main_greeting
VOICE SEGMENT vs_call_recording
END VOICE SESSION

IF (AGE OF CALL >= gv_shortwait_overflow AND cv_call_queued = TRUE) THEN
IF NOT OUT OF SERVICE Frontline_Overflow THEN
QUEUE TO SKILLSET Frontline_Overflow
WAIT 2
ASSIGN FALSE TO cv_call_queued
END IF
END IF


GIVE MUSIC 62

WAIT gv_first_hold_timer

IF (AGE OF CALL >= gv_shortwait_overflow AND cv_call_queued = TRUE) THEN
IF NOT OUT OF SERVICE Frontline_Overflow THEN
QUEUE TO SKILLSET Frontline_Overflow
WAIT 2
ASSIGN FALSE TO cv_call_queued
END IF
END IF

OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT vs_hold_1
VOICE SEGMENT Emergency_Website
END VOICE SESSION

SECTION Loop

GIVE MUSIC 62

WAIT gv_repeat_timer

IF NOT LOGGED OUT AGENT gv_emergency_id THEN
OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT vs_Emergency_Message
DISCONNECT
END VOICE SESSION
END IF

OPEN VOICE SESSION
PLAY PROMPT VOICE SEGMENT vs_hold_2
VOICE SEGMENT Emergency_Website
END VOICE SESSION

IF NOT QUEUED THEN
IF NOT OUT OF SERVICE Frontline_General THEN
QUEUE TO SKILLSET Frontline_General WITH PRIORITY 3
WAIT 2
ELSE
ROUTE CALL gv_nightline
END IF
END IF

IF (AGE OF CALL >= gv_shortwait_overflow AND cv_call_queued = TRUE) THEN
IF NOT OUT OF SERVICE Frontline_Overflow THEN
QUEUE TO SKILLSET Frontline_Overflow
WAIT 2
ASSIGN FALSE TO cv_call_queued
END IF
END IF

EXECUTE Loop

 

[hached]

Which variable are you referring to?

 

[tiggerbouncy]

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 agents available to take the calls and therefore the calls should queue for a maximum of 25 secs.

Thanks

 

[hached]

What s the value of the variable gv_wait_timer?