I have times where our main call center queue can have wait times of more than 30 minutes and have 40+ calls on hold. I have other agents that have the skills necessary to take some of these calls, but they are assigned to other skills.
Here is what it is doing currently...We queue the call to the main skill, then the caller waits 12 minutes in queue, then we start to look for the overflow skill to queue the call to. I have 3 different groups I need to check to make sure that their queue times are down, before I can send a call to them.
Here is the vector as written…
Number: 97 Name: Main Call Center
Multimedia? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
01 queue-to skill 1 pri m
02 goto step 30 if staffed-agents in skill 98 > 0
03 announcement 2702
04 wait-time 129 secs hearing music
05 announcement 2702
06 wait-time 129 secs hearing music
07 announcement 2702
08 wait-time 129 secs hearing music
09 announcement 2702
10 wait-time 129 secs hearing music
11 announcement 2702
12 wait-time 129 secs hearing silence
13 goto step 23 if oldest-call-wait in skill 21 pri m < 720
14 goto step 25 if oldest-call-wait in skill 28 pri m < 900
15 goto step 27 if oldest-call-wait in skill 7 pri m < 300
16 announcement 2702
17 wait-time 180 secs hearing music
18 goto step 16 if unconditionally
19
20
21
22
23 queue-to skill 93 pri m
24 goto step 14 if unconditionally
25 queue-to skill 94 pri m
26 goto step 15 if unconditionally
27 queue-to skill 95 pri m
28 goto step 16 if unconditionally
29
30 disconnect after announcement 2705
31
32
Is there a better way to do this?
gblucas
MV1.1, G3si, EAS, CMS 9.0
Here is what it is doing currently...We queue the call to the main skill, then the caller waits 12 minutes in queue, then we start to look for the overflow skill to queue the call to. I have 3 different groups I need to check to make sure that their queue times are down, before I can send a call to them.
Here is the vector as written…
Number: 97 Name: Main Call Center
Multimedia? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
01 queue-to skill 1 pri m
02 goto step 30 if staffed-agents in skill 98 > 0
03 announcement 2702
04 wait-time 129 secs hearing music
05 announcement 2702
06 wait-time 129 secs hearing music
07 announcement 2702
08 wait-time 129 secs hearing music
09 announcement 2702
10 wait-time 129 secs hearing music
11 announcement 2702
12 wait-time 129 secs hearing silence
13 goto step 23 if oldest-call-wait in skill 21 pri m < 720
14 goto step 25 if oldest-call-wait in skill 28 pri m < 900
15 goto step 27 if oldest-call-wait in skill 7 pri m < 300
16 announcement 2702
17 wait-time 180 secs hearing music
18 goto step 16 if unconditionally
19
20
21
22
23 queue-to skill 93 pri m
24 goto step 14 if unconditionally
25 queue-to skill 94 pri m
26 goto step 15 if unconditionally
27 queue-to skill 95 pri m
28 goto step 16 if unconditionally
29
30 disconnect after announcement 2705
31
32
Is there a better way to do this?
gblucas
MV1.1, G3si, EAS, CMS 9.0