Queing to overflow

[Sympology]

On ye olde Symposium 4.0 I have a niggle that sits at the back of my mind and I need to use it again.

Need to queue to
Agent 1
Agent 2

Then after 30 30 seconds queue to
Agents 1,2,3&4

Is it best to just queue to a second skillset with the 2 agents in, queue to a second skillsets with all 4 agents in, or as I belive, firstly, remove call from skillset the requeue to a skillset with all 4 in?

Stu..

Only the truly stupid believe they know everything.
Stu.. 2004

 

[sandyml]

Well...remember that if you remove it from the first queue to agent statement, you might bump it backwards in the queue overall. I agree that I don't like to have calls "double queued" but with your queue to agent and queue to skillset scenario, it might be best to let sleeping calls lie.

 

[rfwhite]

I agree with sandyml. We do almost exactly what you describe without problem. We do not remove once queued.

 

[iptuser]

You can use CDN routing. We use this so we can have more accurate reports- or so it was recommened


Q to skillset x
wait 2........
if idle agent count skillset (new target Q) >0 then
route call yyy

In the Master script

IF CDN equals yyy then
excute overflow script ( new target skillset)

wayne

 

[cgilmer]

I suppose draw what you want out of the logic but if agents 1 and 2 are already unable to get to the call queing it to another skillset with them in it isn't going to get them to answer the calls any faster unless you have that skillset set to a higher priority in their profile than the first.

The real intent here is that agents 3 and 4 would have time to get to overflow calls and agents 1 and 2 might randomly become available before 3 and 4 could get to it.

That being the case it would be easier, and cleaner reporting wise, to keep 3 and 4 in a different skillset and queue to it as well after 30 seconds.

If you are set in doing re-queue's I would suggest using priorities to assign calls that are re-queued to the front of the queue they are being re-assigned to to help fight what sandyml was talking about above.

In wayne67's example calls will register as terminated and then presented as a new call. One call will look like 2... if you are using DNIS reports this will make your CDN report have a higher volume of calls than your DNIS reports. It could be easier to address the overflow script as a secondary script instead of using the route command. It all depends on where you are looking for your data as to which way works better.