I have a group that experiences variable hold times for calls in queue, depending on the time of the month (ie/ when statements go out, customers call in and at times can be waiting for up to 30 minutes to speak with an agent)
I was wondering if using EWT would work for the ups and downs of the queues. The vector currently looks like this:
01 goto step 22 if holiday in table 6
02 goto vector 301 if staffed-agents in skill 212 >= 1
03 goto vector 301 if staffed-agents in skill 213 >= 1
04 goto step 20 if time-of-day is all 18:30 to all 09:30
05 goto step 20 if time-of-day is fri 18:30 to mon 09:30
06 goto step 18 if staffed-agents in skill 500 < 1
07 queue-to skill 500 pri m
08 collect 1 digits after announcement 25337 for none (please hold, 1 for IVR)
09 route-to number 15010 with cov y if digit = 1 (routes to IVR)
10 wait-time 30 secs hearing music
11 collect 1 digits after announcement 25338 for none (extended hold, 1 for IVR)
12 route-to number 15010 with cov y if digit = 1
13 goto step 18 if staffed-agents in skill 500 < 1 (checks for agents in skill)
14 goto vector 301 if staffed-agents in skill 212 >= 1 (Meeting for skill)
15 goto vector 301 if staffed-agents in skill 213 >= 1 (Close whole call centre)
16 goto step 10 if unconditionally
17 stop
18 disconnect after announcement 25365 (Closed during the day)
19 stop
20 disconnect after announcement 25385 (After hrs)
21 stop
22 disconnect after announcement 25388 (Holiday Closed)
23 stop
I was wondering if using EWT would work for the ups and downs of the queues. The vector currently looks like this:
01 goto step 22 if holiday in table 6
02 goto vector 301 if staffed-agents in skill 212 >= 1
03 goto vector 301 if staffed-agents in skill 213 >= 1
04 goto step 20 if time-of-day is all 18:30 to all 09:30
05 goto step 20 if time-of-day is fri 18:30 to mon 09:30
06 goto step 18 if staffed-agents in skill 500 < 1
07 queue-to skill 500 pri m
08 collect 1 digits after announcement 25337 for none (please hold, 1 for IVR)
09 route-to number 15010 with cov y if digit = 1 (routes to IVR)
10 wait-time 30 secs hearing music
11 collect 1 digits after announcement 25338 for none (extended hold, 1 for IVR)
12 route-to number 15010 with cov y if digit = 1
13 goto step 18 if staffed-agents in skill 500 < 1 (checks for agents in skill)
14 goto vector 301 if staffed-agents in skill 212 >= 1 (Meeting for skill)
15 goto vector 301 if staffed-agents in skill 213 >= 1 (Close whole call centre)
16 goto step 10 if unconditionally
17 stop
18 disconnect after announcement 25365 (Closed during the day)
19 stop
20 disconnect after announcement 25385 (After hrs)
21 stop
22 disconnect after announcement 25388 (Holiday Closed)
23 stop