ICM - Definity set up 1

[nigel5000]

hi
Just after some information.
We have a Definity and ICM set up.

If we add our Definity agents in as agents on the ICM, when we are looking to present calls (across multiple call types/skills/locations) how does the system cater with the LAA figure not changing for perhaps 3 seconds until it gets its next update of data from the CMS.

Can the ICM system make a routing decision and then effectively ignore the agent it has just selected and just look for other available agents instead ? Concerned if say just one person is available and we get a surge of calls in a brief time period, that every call will be routed on the same data and choose the same agent/site until the CMS sends details through that the agent is no longer available.

Does the ICM deal with this effectively across multiple skill types, so if an agent has 5 skills, by making a routing decision on one skill, will the ICM ignore that agent on any calls presented to the other 4 skills as well?

And if it does do this, any ideas how it does it ?

 

[toddmmccall]

That three second delay is an unfortunate drawback in high-volume call centers.
The solution lies in the information used to make the decision. for high volume centers (taking 1 or more calls per second) I would stay away from agent measurements and stick with skill-based measurements. The five-minute rolling window is also a no-no, since any volatility in call volume wil cause a huge imbalance.
the best way to route calls between sites is based in the number of calls in queue or agents available, compared to the number of agents staffed. This si the true reflection of how the call center is doing in handling calls.
You asked:
"Can the ICM system make a routing decision and then effectively ignore the agent it has just selected and just look for other available agents instead ? "
The answer is NO. ICM looks at values and performs a mathematical decision. there is no guess work. If you want ot see the values that ICM is looking at, run the special DOS command from within the rttest program.
If you have never done this, first acknowledge that you can get in to ALOT of trouble from within rttest, so NO EXPERIMENTING! Do that in the lab.
First, launch rttest from the DOS window like this:
c:\rttest /system [your router system name] /cust [your customer name]
It could look like this:
rttest /system 168.120.101.106 /cust myco
or like this
rttest /system icmrtra /cust myco

Once rttest has started, use the command 'expr' to se values. To see the available agents in skill group "COLL.xfers_seattle" at that very moment, type in
expr SkillGroup.COLL.xfers_seattle.Avail

You can put any formula through the expr command in rttest like IF nodes (they return a true of false) concatonate commands, substring commands date time commands (which I found very helpful). But don't do what I find myself doing now and then; trying to run specific caller based values through rttest. For instance:
len(Call.CallerEnteredDigits) >= 10 will be false every time, because rttest has no Caller data.


You asked:
Does the ICM deal with this effectively across multiple skill types, so if an agent has 5 skills, by making a routing decision on one skill, will the ICM ignore that agent on any calls presented to the other 4 skills as well?

The values for LAA on the 5 skills will be identical because the one agent with the highest LAA has all five skills.
This is a bad logical routing decision. In a multi-skill environment, don't use LAA, expecially when your CMS delay is three seconds.

-Todd-