mitelmitel
Programmer
I have a problem where the TIQ value is not representive of the true value. I know why the value is being generated, the only way I can think of resolving this is by using just one path which isnt really acceptable.
TIQ also NEEDS to be used to to regulations.
I have 4 seperate paths:
1001
1002
1003
1004
Each path has its of skills group:
2001
2002
2003
2004
Each skills group has exactly the same agent ID's in each of them, however they have different priorities so they can take calls from each path depending on inportance.
The reason why it is done like this is because the user wants to be able to report on each, and answer calls by priority.
The problem is that if a call queues to a path the incorrect value is played. This is because it works out how many agents are available in the path and does the following equation.... however the agents are also members of other paths that may be of a higher priority so will answer those calls first giving an inaccurate TIQ of the initial path.
Expected Wait Time = (Average Talk Time For Queue x Calls Waiting in Queue) / Available Agents.
i.e.
A call enters path 1001 from IQ there are a now a total of 5 calls queuing - the call is given a TIQ announcement of 4 mins 10 secs.
(200 x 5) / 4 = 250
Path 1001 has 4 agents available but since the call has entered the queue 2 agents have responded to the higher priority path 1002 so the figure should be more like this - 8 mins 20 secs.
(200 x 5) / 2 = 500
I know that TIQ cannot guess this figure, it would be nice if it could work out the figure by the Queue Group instead..
Any ideas?
TIQ also NEEDS to be used to to regulations.
I have 4 seperate paths:
1001
1002
1003
1004
Each path has its of skills group:
2001
2002
2003
2004
Each skills group has exactly the same agent ID's in each of them, however they have different priorities so they can take calls from each path depending on inportance.
The reason why it is done like this is because the user wants to be able to report on each, and answer calls by priority.
The problem is that if a call queues to a path the incorrect value is played. This is because it works out how many agents are available in the path and does the following equation.... however the agents are also members of other paths that may be of a higher priority so will answer those calls first giving an inaccurate TIQ of the initial path.
Expected Wait Time = (Average Talk Time For Queue x Calls Waiting in Queue) / Available Agents.
i.e.
A call enters path 1001 from IQ there are a now a total of 5 calls queuing - the call is given a TIQ announcement of 4 mins 10 secs.
(200 x 5) / 4 = 250
Path 1001 has 4 agents available but since the call has entered the queue 2 agents have responded to the higher priority path 1002 so the figure should be more like this - 8 mins 20 secs.
(200 x 5) / 2 = 500
I know that TIQ cannot guess this figure, it would be nice if it could work out the figure by the Queue Group instead..
Any ideas?