max delay across multiple skills

[whitfield77]

We have some vectors set up similar to:
9 Queue skill 1
10 Check skill 2 if available agents > 2
11 Check skill 3 if available agents > 2
12 announcement 1234
13 wait 30 sec with music
14 goto 10
etc...

Here is the situation: Say a call comes in and queues to skill 1, but criteria not met for the check statements. Call waits in Queue for skill 1 for 60 seconds before criteria in step 10 is met and the call is queued to skill 2, and consequently answered in 2 seconds by skill 2.

My question is this: if you run a skill report on skill 2 and check the max delay value, will it count the delay from skill 1, or only the actual time in skill 2 before it was answered? Will my max delay be 62 or 2?

Thanks.

cw

 

[robonix]

Hi Whitfield

How does the conrol come on step 9 ?

Have you set "acceptable Call handling time" for skill 1 = 60 secs ?

Just want to ask you whether the call gets abandoned on skill 1 after 60 secs ?

All reports running on Skill 2 will not take any other skills in consideration anyways....

please reply the above Q's though.........

Thnx

Robonix....

 

[whitfield77]

Robonix,

Have to show my inexperience here - I'm not sure what "conrol" is, maybe an acronym I'm not familiar with.

Acceptable service level is at 30 secs, and the call did not abandon. I just randomly chose 60 secs for the purpose of the question.

My main question was about the report on skill 2 counting the time spent in queue for skill 1.

Thanks for the answer.

cw