BroadbandBilly
Programmer
Hi guys,
This is my first post (as you can see) & I'm hoping you can set the record straight here. Let me give you the scenario:-
There're 4 VDNs. Each VDN has it's own skill & all calls are queued at the same priority (medium). A pool of 20 agents are each skilled for all 4 lines (& nothing else) & all at the same priority (1). Call volumes to each VDN (& therefore skill) differ.
Now here's the question: assuming that the call volumes are sufficiently high (to lessen the effect of "rogue data", if you will), will each of these skills have approximately the same service level at the end of the day?
My logic (if you can call it that) is that "yes they will". They won't be exactly the same but, if they're calling exclusively on the same pool of agents then surely (despite a higher call volume on one line & a lower call volume on another) everything is relative & the S/Ls must be within a fraction of each other at the end of the day.
Does my argument stand up or have I got it wrong (& if so, please explain: I need to understand this fully)? Oh, & this is currently not a live design, which is why I've got no stats with which to test it myself. Thanks in advance.
Great forum, BTW: glad to be a member.
B'Billy
This is my first post (as you can see) & I'm hoping you can set the record straight here. Let me give you the scenario:-
There're 4 VDNs. Each VDN has it's own skill & all calls are queued at the same priority (medium). A pool of 20 agents are each skilled for all 4 lines (& nothing else) & all at the same priority (1). Call volumes to each VDN (& therefore skill) differ.
Now here's the question: assuming that the call volumes are sufficiently high (to lessen the effect of "rogue data", if you will), will each of these skills have approximately the same service level at the end of the day?
My logic (if you can call it that) is that "yes they will". They won't be exactly the same but, if they're calling exclusively on the same pool of agents then surely (despite a higher call volume on one line & a lower call volume on another) everything is relative & the S/Ls must be within a fraction of each other at the end of the day.
Does my argument stand up or have I got it wrong (& if so, please explain: I need to understand this fully)? Oh, & this is currently not a live design, which is why I've got no stats with which to test it myself. Thanks in advance.
Great forum, BTW: glad to be a member.
B'Billy