phone treatment

[MondoMan3]

Hi everyone

I'm not sure if this is the write form to post in but I will ask anyway.

I had a supervisor ask me how her call treatment should be if all her agents log out. When I look at the script, I see it as doing the following...

If skillset1 agents are logged out, queue to skillset2.
If skillset2 agents are logged out, give closed message.

I tested this with her, and this is what is happening...

we logged out all skillset1 users and placed a call. The calls queued to skillset2 agents. skillset2 agent answered and everything was ok.

The second test was this.

Log out all skillset1 agents. Have all the skillset2 agents go on Not Ready or DN out, or on an incoming call. Then test. The call gets the closed message.
Why doesn't the call queue on skillset2 agents?? The call is treated as if the skillset2 agents are logged out when they are logged in but the skillset is busy

Sorry for the long explanation. Can any one help?


IF OUT OF SERVICE skillset1 THEN
IF OUT OF SERVICE skillset2 THEN
GIVE IVR mmail_gv WITH TREATMENT clsd_msg_gv
DISCONNECT
END IF

END IF

 

[BkMesser]

These nested if/then commands really confuse me. I try to avoid them at all costs.

Mabye you could separate them out and do something like this early in the script to test for an out of service condtion:

If out of service skillset 1 and out of service skillset 2 then give ivr mmail_gv with treatment clsd_msg_gv
end if

The script will fall down thru this statement if one of the skillsets are available. You could then to another if/then statement to queue the callers to skillset1 and skillset2

 

[Milesprower]

You need to use the QUEUE TO SKILLSET command to queue calls. All this above code is doing is looking to see if skillsets are out of service. Always test the skillset before queuing.

Try this:

IF NOT OUT OF SERVICE skillset1 THEN
QUEUE TO SKILLSET skillset1
WAIT 2
ELSE
IF NOT OUT OF SERVICE skillset 2 THEN
QUEUE TO SKILLSET skillset 2
WAIT 2
ELSE
GIVE IVR mmail_gv WITH TREATMENT clsd_msg_gv
DISCONNECT
END IF
END IF

Here we are only checking and queuing to skillset 2 if skillset1 is out of service. If both are out of service, then the message and DISCONNECT is provided. IF skillset1 is active, the call is queued to skillset1 and the rest of the clause is not exercised.

As noted above, if you are not comfortable with nested clauses, you can break them up to better follow the call flow.

 

[captaingadget]

If you don't use a queue to skillset commmand then the call will DEFAULT through the script, which , I suspect, is how the agents have been getting the calls in the first place.

 

[MondoMan3]

thanks for the suggestions guys!! after looking through the rest of the script i don't have a queue to skillset2 anywhere (duh!!)

thanks again guy!!!