Give default

[Sympology]

Hope someone can help. All of a sudden we getting a prblem with one of my APP (Symposium 4.0).

No change have been made, but all of a sudden on GRTD were getting a load of CallsTerminated (apps>Billboard>CallsTerminated).

So I've run a Call treatment report and see a load of "Defaulted" calls (about 1 in 4), I ran Call by Call reports.
Again I see call calls given default and I have no idea why. Can someone take a look and see if they can work out why. Bear in Mind NO changes have been made to this app for a few months and it's been fine until today:
All agents are signed in when this happens, so i know it's not a manning issue (or is it?) as I've noticed one agent is getting a lot of returned to queues.

****************************************************

10:32:39 Give Ringback NULL
10:32:39 Task Flow Handed Off NULL TF: 1 TF: 10135
10:32:39 Application Interflowed NULL L_APP: Master_Script L_APP: National_Trust
10:32:39 Handed Over to Master Application NULL CDN: 8539 L_APP: Master_Script NORM
10:32:39 Local Call Arrived NULL RTE: 1 TRK: 14 CDN: 8539 DNIS: CLID: 9##08003289393
10:32:42 IVR Call Session Begin NULL IVR_Q: 5010 IVR_P: 21-0-3-6
10:32:42 Play Prompt NULL VOICE-FILE:
Messages.66LANG:3
10:32:42 Call Entered IVR Queue NULL L_APP: National_Trust IVR_Q: 5010
10:32:46 Digit Collection NULL
10:32:46 Play Prompt Ended NULL DURATION: 4
10:32:46 Digit Collection Ended NULL DIGIT: 2 DURATION: 0
10:32:46 IVR Call Session End NULL IVR_Q: 5010 IVR_P: 21-0-3-6
10:32:46 Dequeued From Skillset NULL SK_SET: National_ChaseCall PRI: 5 REASON: PRESENTED
TIME_IN_Q: 0
10:32:46 Queued To Skillset NULL L_APP: National_Trust SK_SET: National_ChaseCall PRI: 5 1st_TIME_QUEUED_TO_SK
SET: YES
10:32:47 Give Default NULL L_APP: National_Trust






Only the truly stupid believe they know everything.
Stu.. 2004

 

[Magpye]

If you're getting call going to Default, sounds like they're leaking out of one of your scripts.
Post up the National_Trust script or check it for a wait loop, or rather the lack of one.
Do all your agents have the skillset National_ChaseCall assigned to them ?

Consider reducing those RTQ calls too, as they're going to kill the GOS for that queue. Should have no bearing on the problem at hand though..

You might also want to change some of the details, so it doesn't reflect your exact scripting. No point in giving out sensitive call details to the masses

Just curious about this section though:
10:32:46 Dequeued From Skillset NULL SK_SET: National_ChaseCall PRI: 5 REASON: PRESENTED
TIME_IN_Q: 0
10:32:46 Queued To Skillset NULL L_APP: National_Trust SK_SET: National_ChaseCall PRI: 5 1st_TIME_QUEUED_TO_SK
SET: YES
10:32:47 Give Default NULL L_APP: National_Trust


Maybe I'm reading this wrong, but why is the call being queued, dequeued, and then requeued to the same skillset ?
Right after that, it looks like it's defaulting to National Trust.
I'd be casting an eye over the script and the skillset allocation with renewed suspicion..

Good judgement comes from experience, which often came from bad judgement..

 

[Sympology]

Maybe I'm reading this wrong, but why is the call being queued, dequeued, and then requeued to the same skillset ?"

Thanks for that, that's the bit thats throwing me. I seems to be dequeing the requeing, but I have no remove from skillset. Could it be an agent force rejecting a call?

Stu..

Only the truly stupid believe they know everything.
Stu.. 2004

 

[Magpye]

Actually, you might want to look at the stats for the agent who has a high RTQ count.
He might be hitting Not Ready to send the call back into the queue. A typical time for RTQ is about 15 seconds.
If you see his RTQ's within a second or two, I'd have a quiet word with him about his motivation.
Another variant is to run the Agent Short Calls report and see who is simply hanging up on the customer, but that's not really part of this problem.

However, he must have lightning fast fingers to hang up in the same second a call is presented to him, so I'd look at the script again.
What is the next step taken by the script if no agents are logged in ?

Good judgement comes from experience, which usually comes from bad judgement..

 

[Sympology]

The next step is is a play promt, disconnect, but the agents are logged in.

However.....
actually went on the server instead of looking via the client and noticed that a couple of Sybase service had crashed, Restarted, but still have issue, so it looks like a reboot job.
I'll let you know if it fixes it, but if it does I'll kick myself as it's one of those things I should've checked, but was looking elsewhere..Doh..


Only the truly stupid believe they know everything.
Stu.. 2004

 

[Sympology]

Yup, reboot fixed it, forgot the good old MS fix.

I noticed under the VSM Status "resources Configure Complete" had 4, when it's always been 1. Not sure what this had to do with give default, but clearly it had something to do with it.

Oh well, look for the obvious next time.

Thanks for the help guys, much appreciated.

Only the truly stupid believe they know everything.
Stu.. 2004

 

[DancingDave]

I know you got a fix for this but was interested to know whether you have a check in your loop section that checks if the call is dequeued, looks to see if the skillset is in service and requeues it.

This is Nortel recommended in the case where a call is queueing and all agents with that skillset log out. The call is then dequeued. Without this check, even if all the agents log back in again, the call is still dequeued and will never be answered.

e.g.

IF NOT QUEUED THEN
IF NOT OUT OF SERVICE ServiceDesk THEN
QUEUE TO SKILLSET ServiceDesk WITH PRIORITY 5
WAIT 2
ELSE
EXECUTE closed_section
END IF
END IF

DD

 

[Sympology]

Yes do have an IF NOT QUEUED, pretty much like the above.

Thanks,#


Stu..

Only the truly stupid believe they know everything.
Stu.. 2004