Off-site Vector Routing Assistance

[PBX1131]

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
21
22

 

[namesrhard2pick]

Anytime a call leaves vector processing to be answered by anything other than an agent with the assigned skill, your SL will be impacted. On a different note, your step 10 should "go to step 7 if unconditionally" rather than step 6. No reason to queue your call twice.

 

[PBX1131]

K thanks. I changed step 10

 

[namesrhard2pick]

It appears to me that you are only routing calls off-net Friday evening to Monday morning. The report you listed appears to be normal business hours. I am wondering if your flow out calls your are seeing are calls sent to VDN 1260 if available agents in skill 9 <=0. Maybe I am missing something.

 

[PBX1131]

You are correct, the only time it routes off-site is on step 1 on weekends or to another queue in step 4. So the only thing I can think of is sometime between 10:00AM & 10:30 No agents were logged into the queue, routing calls to step 14, causing 9 flow outs?

Thanks 4 your help.

This is our companies first ACD queue, we have grown from 60 employees to almost 1000 this year. My problem is trying to convince some the old timers here that we can no longer use a bridged appearances on 50 phones and migrate to Vector Based Routing.

 

[namesrhard2pick]

I understand completely. Another big barrier is educating managers on the reports and the data they are looking. Good luck!

 

[wil19148]

You can also report on the skill rather than on the vdn. Out of hours, the call will never queue to the skill so it will not impact the skill's SL.