Delay Timer

[PhilMyWallet]

Our Telecoms have created a solution in our cc to make the experienced agents wait 20 secs before taking a novice call, thus allowing time for a novice agent to become available. This has been done by creating a second skillset from the same application which will q to both skillsets simultaniously.

Unfortunately this is causing issues on skillset reporting as it is counting abandons twice if the call is q'd to both skillsets.

I have an idea though. Is it possible to q an application to a single skillset, which will delay answering if the priority is set after a threshold?

As much as I understand the concept, I am not a Symposium guru, so please be kind.


Many thanks



Phil

 

[rfwhite]

The easy answer is yes but there are some additional things to be considered. Are the experienced agents generally busy or idle? You could implement a stripped-down version by just adjusting the skillset priority of the agents.

 

[PhilMyWallet]

There are only a handfull of experienced agents & lots of novice agents. The experienced agent's priority for the novice calls are set lower than the novice agents thus making them the last port of call.

Here's the tricky part. If all novice agents are busy on calls & a novice call drops, normally the experienced agent will pick this up(fine I hear you say). However when the expeienced agent is on a novice call, an experienced call then drops in at the same time as a novice agent becomes available (AAhhh).

Now I have novice agents available whilst the experienced agents are taking novice calls.

Hope this all makes sense.


Thanks


Phil

 

[lretrievers]

Abandoned calls get pegged to applications, not skillsets. So in one application, you would queue to one skillset, wait 20 seconds then queue to the other skillset; since it is pegged to the application, not the skillset, this would make one abandoned call.