is it application or skillset

[scriptscience]

Caller dials a cdn to get to one of our departments and it has no IVR menu and there is not an available agent. There is only one skillset. Does the time spent holding in the queue for an available agent show up in application or skillset reports or both? Thanks.

 

[yyrkroon]

Its pegged against the CDN, the Application and the skillset*

Its pegged against the skillet if you actually queue to the skillset, otherwise no.

 

[scriptscience]

Can you explain in laymans terms what you mean by "if you actually queue to the skillset" given the scenario I provided? Thank you so much.

 

[scriptscience]

I am trying to understand how I can have a 0% service level for one group on my skillset report and 44% service for same group on my application report????

 

[yyrkroon]

most people when queueing to skillsets will check to see if the skillset is out of service or not before queueing to it.

so if you're checking for out of service before queueing and providing some alternate treatement for that scenario then the call would not be pegged against the skillset since the call was never queued against it.

example:
if out of service skillset a then
give ran ranroute
route call xxxxxxxx
else
queue to skillset a
wait 2
end if
... in the example the call would be pegged as terminated if the skillset was out of service or pegged against the skillset if it wasn't.

 

[captaingadget]

You need to check the service level threshold values for the skillset and Application which can be different. The skillset threshold timer starts when the QUEUE TO SKILLSET command is executed in the application. The application threshold timer starts when the EXECUTE SCRIPT command is executed in the master script. Note that if you are not using CC6 then the application timer includes the time spent in the master script.

So the answer is both as long as a queue to skillset command has been executed. I suspect your skillset timer is set to zero or something very short.

 

[captaingadget]

Just an after thought, I wasn't aware that the skillset performance report gave a % service level. Just a % calls answered after the threshold, so where are you getting the Skillset service level from?

 

[scriptscience]

I am getting the % service level from the real time skillset display (I get positive reading for other areas, but get 0% for one area). When I do historical reporting for skillset, it shows that 100% of calls were answered after threshold which also implies a 0% service level.
I will check the values with our administrator as you suggest. However, can you please make it abundantly clear whether the time the customer is waiting to be presented to the agent is reflected in the skillset reports??? I am really confused on this.

 

[captaingadget]

The time the cutomer is waiting is in the APPLICATION performance report. CDN stats do not contain wait time.