checking for all agents in AUX 1

[danburger]

We recently converted to EAS (skills based routing) and have had to change some procedures. Before we didn't use AUX at all. Now we have decided to use AUX for our agents to go to meetings and other things. Is there a way to check for all agents in a skill in AUX so that we can queue a call to the backup skill faster than we normally want to?

 

[marcell55]

If you queue to the skill and the "expected-wait" for the call is greater than 9999 seconds, then all agents are probably in AUX.

Your vector would look something like this...

03 queue to skill 1 pri m
04 goto step 07 if expected-wait for call > 9999
05 wait 60 seconds hearing music
06 announcement 1234
07 queue to skill 2 pri m
...

I haven't tried it myself, but I believe it will work.

 

[rjblanch]

You could always program the step with Available Agents....
That way, you could see if there were any agents avaialble (would take into account agents in Aux are not avialable) and then queue to the next (backup) skill

 

[hartmj]

Be careful if you use the available agents method though. For example, say you had 5 agents in the skill and all are busy on ACD or outbound calls. When a call is processed by the vector, the switch would send it right to the backup skill instead of queing the call to the main skill because it would see no available agents in the main skill. So a call would never be queued to the main skill unless there were agents in the main skill that were not on any type of call.

This may be what you want, but it may not be what you want also. If you want the calls to be queued and be answered by the main skill if they are there, then this will not work well.

Hope this helps,

Josh

 

[danburger]

Marcell, thanks for your tip. That did it for us

 

[rjblanch]

I understand that the Avaiable agents scenerio would take into account all agents being on calls. True, this may not be what is required.

Unfortunately, if you have all agents in AUX, the expected wait will be 0 due to not having any agents to answer the calls. This may cause an issue down the track....