G3xV13: Software Load: R013x.01.2.632.1
Issues: When instructed Vector Step 11 Vector below routes the caller to an off-site number, however when a caller is routed that way it's counted as a “Flow Out” call which negativity effects the departments In Service Level %.
Question: Is there a better way to route this call so that the Hunt Group Service Level % is not lowered by a step in the vector.
THANKS
BCMS VECTOR DIRECTORY NUMBER REPORT
Switch Name: PENSON FINANCIAL Date: 12:05 pm THU DEC 20, 2007
VDN: 1001
VDN Name: Help Desk VDN Acceptable Service Level: 20
AVG AVG AVG CALLS % IN
CALLS ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV
TIME OFFERED CALLS ANSW CALLS TIME HOLD CALLS OUT DISC LEVL
9:00- 9:30 9 7 0:09 0 0:00 0:42 0 2 0 78
9:30-10:00 3 3 0:06 0 0:00 0:20 0 0 0 100
10:00-10:30 48 29 0:10 10 0:18 0:20 0 9 0 50
10:30-11:00 10 4 0:27 6 0:18 1:57 0 0 0 0
11:00-11:30 9 4 0:29 2 0:12 1:30 0 3 0 0
11:30-12:00 6 3 0:29 3 0:17 2:31 0 0 0 0
----------- ------ ----- ----- ----- ----- ----- ------ ----- ----- ---
SUMMARY 104 66 0:12 23 0:16 1:03 1 14 0 49
Number: 15 Name: Help Desk
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
02 goto step 11 if time-of-day is fri 18:00 to mon 06:00
03 goto step 12 if time-of-day is all 17:00 to all 06:00
04 goto step 14 if available-agents in skill 9 <= 0
05 goto step 16 if available-agents in skill 10 <= 1
06 queue-to skill 9 pri l
07 announcement 2972
08 wait-time 60 secs hearing music
09 announcement 2972
10 goto step 6 if unconditionally
11 route-to number 92149189968 with cov y if unconditionally
CALL VECTOR
12 route-to number 1411 with cov n if unconditionally
13 stop
14 route-to number 1260 with cov n if unconditionally
15 stop
16 announcement 2974
17 goto step 6 if unconditionally
18 stop
19
20
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Issues: When instructed Vector Step 11 Vector below routes the caller to an off-site number, however when a caller is routed that way it's counted as a “Flow Out” call which negativity effects the departments In Service Level %.
Question: Is there a better way to route this call so that the Hunt Group Service Level % is not lowered by a step in the vector.
THANKS
BCMS VECTOR DIRECTORY NUMBER REPORT
Switch Name: PENSON FINANCIAL Date: 12:05 pm THU DEC 20, 2007
VDN: 1001
VDN Name: Help Desk VDN Acceptable Service Level: 20
AVG AVG AVG CALLS % IN
CALLS ACD SPEED ABAND ABAND TALK/ CONN FLOW BUSY/ SERV
TIME OFFERED CALLS ANSW CALLS TIME HOLD CALLS OUT DISC LEVL
9:00- 9:30 9 7 0:09 0 0:00 0:42 0 2 0 78
9:30-10:00 3 3 0:06 0 0:00 0:20 0 0 0 100
10:00-10:30 48 29 0:10 10 0:18 0:20 0 9 0 50
10:30-11:00 10 4 0:27 6 0:18 1:57 0 0 0 0
11:00-11:30 9 4 0:29 2 0:12 1:30 0 3 0 0
11:30-12:00 6 3 0:29 3 0:17 2:31 0 0 0 0
----------- ------ ----- ----- ----- ----- ----- ------ ----- ----- ---
SUMMARY 104 66 0:12 23 0:16 1:03 1 14 0 49
Number: 15 Name: Help Desk
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
02 goto step 11 if time-of-day is fri 18:00 to mon 06:00
03 goto step 12 if time-of-day is all 17:00 to all 06:00
04 goto step 14 if available-agents in skill 9 <= 0
05 goto step 16 if available-agents in skill 10 <= 1
06 queue-to skill 9 pri l
07 announcement 2972
08 wait-time 60 secs hearing music
09 announcement 2972
10 goto step 6 if unconditionally
11 route-to number 92149189968 with cov y if unconditionally
CALL VECTOR
12 route-to number 1411 with cov n if unconditionally
13 stop
14 route-to number 1260 with cov n if unconditionally
15 stop
16 announcement 2974
17 goto step 6 if unconditionally
18 stop
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20
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