Overflow Question

[suptosh]

I am wondering if any knows what triggers calls to go from one application to an overflow application. I am sure there are multiple things that this can be...

In my case I have one application that calls queue into first, then another application "overflow" that calls make there way into.

The live reports I am looking at show calls offered to the first queue, however the get terminated and never answered. However all the calls in the overflow queue are presented to the agents.

any idea ???

 

[stlouiseddie]

If you are seeing the first application's calls as terminated, the script may be sending them off script (to an IVR perhaps?), where they later get sent to the overflow script. A 'ROUTE CALL' statement perhaps. Post the first script. Hard to tell without seeing the scripting.

 

[suptosh]

Here is the script...


6101 (Out of Service Route)
6880 (Welcome Message)
6871 (Heavy Hold Time Message)



Initial Script

IF (TIME OF DAY = XXXX_HOURS)
THEN ROUTE CALL 6101
END IF

IF (DAY OF WEEK = XXXX_WEEKEND)
THEN ROUTE CALL 6101
END IF

ROUTE CALL 6880

QUEUE TO SKILLSET XXXXX

IF EXPECTED WAIT TIME XXXX > 60
THEN ROUTE CALL 6871
ELSE
WAIT 10
GIVE MUSIC 30
END IF

SECTION LOOP

IF (TIME OF DAY = XXXX_HOURS)
THEN ROUTE CALL 6101
END IF

IF (DAY OF WEEK = XXXX_WEEKEND)
THEN ROUTE CALL 6101
END IF

WAIT 10

ROUTE CALL 6880





Overflow Script

IF (TIME OF DAY = XXXX_HOURS)
THEN ROUTE CALL 6101
END IF

IF (DAY OF WEEK = XXXX_WEEKEND)
THEN ROUTE CALL 6101
END IF

QUEUE TO SKILLSET XXXX


GIVE MUSIC 30


SECTION LOOP

IF (TIME OF DAY = XXXX_HOURS)
THEN ROUTE CALL 6101
END IF

IF (DAY OF WEEK = XXXX_WEEKEND)
THEN ROUTE CALL 6101
END IF

IF EXPECTED WAIT TIME XXXX > 60
THEN ROUTE CALL 6871
END IF

 

[stlouiseddie]

There's why nothing here gets answered. The script is routing the call to 6880 before queuing to anything. The call only makes it this far down the script:

Initial Script

IF (TIME OF DAY = XXXX_HOURS)
THEN ROUTE CALL 6101
END IF

IF (DAY OF WEEK = XXXX_WEEKEND)
THEN ROUTE CALL 6101
END IF

ROUTE CALL 6880

...its fate after that is determined by whatever device answers 6880 and provides the welcome message. It is out of the script's control at that point.

 

[sandyml]

Based on your 2 threads concerning this subject, I am wondering who set up your programming? Also -- when calls route to 6101, 6880, or 6871, where are they going? That is, are they going to CallPilot, Meridian Mail, an IVR (if so, what), or ? I've never seen programming quite like this. If you can give some of this info, we may be of more help to you.

 

[captaingadget]

Is there more to the scripts than this or is this an edited version? There are LOOP SECTIONS serving no obvious purpose.

 

[suptosh]

This is it. I copied it straight out of the script

 

[suptosh]

Whoops sorry bout that, they have the "EXECUTE LOOP" to close out the section loop commands

 

[stlouiseddie]

Back to your original question - what did you want the initial script to do? Did you want calls to be answered by agents, or were you just wondering why the reports showed all calls terminated (terminated in the reports simply means a route call statement was used). If you want the calls to be answered, delete that "ROUTE CALL 6880" line above the queue to skillset line. (if you do that, move the "GIVE MUSIC 30" to above the "WAIT 10" line - the way it is now you are playing 10 seconds of dead air to the caller before they hear music). The calls will still get routed to 6880, but you will have a 10 second chance to be answered. Without some more details on how you want the calls to behave, that would be my best short term solution.

 

[Milesprower]

I think we all agree the script appears to be poorly written and unnecessarily routes calls around. You would normally like to keep route calls to a minimum (caller hears bursts of ringing on routes and reporting what happened becomes very difficult).

But, we really need to know the business drivers for your call flow to give accurate direction.

 

[suptosh]

The call center is set up for a major laptop repair facility. We take calls on repair status' shipping information, etc..

the service level agreements are as follows

80% of calls answered withing 45 seconds
< 3.5% of all calls abandoned
call length <10min
< 3% of calls transferred (keeping calls resolved first time)

We need to have a message that plays when the call is first presented to the queue.

A message must play when calls are on hold for longer than 60 seconds.

Roadblocks:

I have two applications

XXXXX
XXXXX_Overflow

Calls are routing in the first aplication or script and terminating in the first application

From that point they are offered to the XXXX_Overflow

Until recently did I realize that our reports are reporting double the amount of calls offered because its counting the call twice. (offered in XXXX application, then it is being offered in XXXXX_Overflow)

We have a call pilot messaging system. The route option was used becuase initally when the call center was set up no one knew how to set up the IVR command thru call pilot.

Hold times are not reflected correctly because the call is dropping out of the queue during the route. So every 60 seconds the max wait time resets due to the route. So we dont really know how long the call is in queue.

The main point now is that I have identified the problem areas, and due to this forum have found the right direction to head in to getting these issues fixed.

For that I cant say thanks enough!!!