checking a busy skillset scripting help 1

[Qey]

Apologies if I have missed it already covered in these forums (i did mooch long and hard!) but im looking for a way to queue to a skillset if that skillset is not busy

ideally id like it to queue to a primary skillset with a check to see if the wait time is x if this is the case check to see if an overflow skillset has no queue - if it has a queue continue as is, if no queue, queue to overflow skillset

reason behind wanting to do this is the overflow skillset are a specialised dept, however quite often they dry up of calls and it would be great to off load some of the main calls when these lulls happen, but when they do have a queue of their own calls I dont want to swap them with these main calls.

A simple overflow with a lower priority doesnt quite do the trick for us :|


hope anyone can help

qey





"When one burns one's bridges, what a very nice fire it makes.

 

[Qey]

rqunning release 4.0

"When one burns one's bridges, what a very nice fire it makes.

 

[rfwhite]

That could get messy quickly. Testing for average wait time depends on so many things, especially call duration etc. I'm probably wrong but I feel that it is more used to placate a customer on hold rather than control call flow. I think I would take a simple step first like testing "if idle agent count skillset >x then queue to skillset". Since the help provides an easy way to knock off the peaks that may well be all you need. If you have long call durations or really only want the calls overflowed as a last resort then average wait may need to be added.

 

[NortelGuy1979]

Qey, try something like this. RFWHITE is correct the EWT can vary greatly from call to call; Symposium calculates it by:

EWT (skillset) = ASA * (Call Load)
where ASA = Average Speed of Answer for the skillset
and
Call Load = Queued Call Count (skillset)/Answered Call Count (skillset)

That being said, this script should do the trick:

/* Check primary and overflow skillsets */
/* Queue call to primary skillset if the wait time is 5 minutes or less */
/* Queue call to overflow skillset if the wait time is over 5 minutes, and */
/* there is an idle agent */
/* Otherwise queue to the primary skillset anyway */

ASSIGN EXPECTED WAIT TIME primary_sk TO wait_primary_sk_cv
ASSIGN IDLE AGENT COUNT overflow_sk TO avail_agents_overflow_sk_cv

/*Check the wait time on the primary skillset*/
IF (wait_primary_sk_cv > 300) THEN
/*If the EWT is more than 5 minutes than check the overflow skillset*/
IF (avail_agents_overflow_sk_cv > 0) THEN
/*Queue to the overflow skillset if there is an idle agent*/
QUEUE TO SKILLSET overflow_sk
ELSE
/* Queue to the primary skillset if anyway if there is no idle agent in the overflow skillset*/
QUEUE TO SKILLSET primary_sk
END IF
ELSE
/*Queue to the primary skillset if EWT is 5 minutes or less*/
QUEUE TO SKILLSET primary_sk
END IF

-Matt

Matt H.
TMC - KCMO, USA

 

[jadiebear]

Hello Matt

How do you test the EXPECTED WAIT TIME. I tested the script below by making test calls to it and treatment 1000 never gets executed?? I defined exp_wait_cv as value 0 and type as seconds.

SECTION test1
queue to skillset primary_sk
wait 10
give ran 16
assign expected wait time primary_sk TO exp_wait_cv
if (exp_wait_cv > 60) then
GIVE IVR 8000 WITH TREATMENT 1000
end if
EXECUTE test1


Thanks

 

[NortelGuy1979]

That would be your default value; however, if you don't assign agents then your EWT is going to override that, in your statement:

assign expected wait time primary_sk TO exp_wait_cv

I don't think you could test it without being in a a call center without at least some traffic. -Matt

Matt H.
TMC - KCMO, USA

 

[jadiebear]

Thanks Matt

Appreciate your comments

 

[Qey]

Sorry I didnt get back last week Matt - Tested that script and worked great, The EWT played up a little, but the primary skill set is included in more than 1 script and also has priorities set against it within these. (breath in)

So putting a 180 second wait on it didnt always come out very accurate - however it is having the desired effect of pushing the calls over but not swamping them.

Thanks again

Much appreciated

Andy

 

[NortelGuy1979]

Glad it worked out for you - seems scripting is something I enjoy more than I thought I would

You're right about EWT - it's always a crap-shoot anyways, especially with varying traffic, etc. Our nurse line is always complaining about it... Later, Matt...

Matt H.
TMC - KCMO, USA