Queue to backup skill based on wait time

[sczepan]

I have been thrown into vector call routing but I have very limited knowlege and would like your opinon.

I have a primary skill(446) and a secondary skill(153). I want to queue calls to the secondary skill if the primary has an expected wait time greater than 60 seconds and secondary skill has a wait time less than the primary skill.

Below is what I have assembled but am unsure if it would work. Your opinions will be greatly appreciated.

Steve

01 wait-time 1 secs hearing ringback
02 announcement 58319
03 adjunct routing link 5
04 announcement 58355
05 announcement 58099
06 wait-time 4 secs hearing music
07 goto step 19 if staffed-agents in skill 446 < 1
08 queue-to skill 446 pri m
09 check skill 153 pri m if expected-wait < 60
10 queue-to best
11 announcement 58345
12 wait-time 15 secs hearing music
13 announcement 58346
14 wait-time 30 secs hearing music
15 announcement 58347
16 wait-time 30 secs hearing music
17 goto step 11 if unconditionally
18 stop
19 goto step 23 if staffed-agents in skill 153 < 1
20 queue-to skill 153 pri m
21 goto step 11 if unconditionally
22 disconnect after announcement 58248

 

[oldtimer27]

I would suggest replacing the 'queue-to' in step08 with a 'consider' command. also replacing 'check' in step09 with another 'consider' command.
The 'consider' command obtains the EWT,so the 'best' command can determine where to send the call.

 

[sczepan]

Oldtimer;

Thanks for the reply.

The manager only wants the calls to go to the secondary skill if the average wait time in the primary is greater than 60 seconds. How would I acomplish this?

Thanks.

Steve

 

[oldtimer27]

Steve,
try the 'check' command followed by a 'old-call-wait' command.
example:
04 check skill 2 pri m if oldest-call-wait < 60

you might want to build a test vector, in order to play with it and test, and once you have it working they way they want just program it to the working vector.
Wayne

 

[oldtimer27]

Steve,
I apoligize about the <60 I meant >60 if thats possible, I don't have a system to play with today
Wayne

 

[NDYNAMITE]

I dont know if you have solved this problem yet, and what exactly your business wants out of this, but I would either route the calls to 2 skills at once, one as top priority, the second at M or L, OR you could check the expected-wait on the secondary skill and choose simply not to route it to that skill if the wait time is greater than 60s, and route it to the primary by using the expected-wait command and using a couple more vector steps... ie

- goto step x if expected wait for skill 446 >60
- queue to skill 446 pri 'x'

step x - queue to skill 153 pri m...

something like this. Otherwise i am fresh out of ideas...

Cheers

N

 

[sczepan]

Thanks for suggestions. You have been very helpfull. Below is what I came up with.

05 goto step 22 if staffed-agents in skill 446 < 1
06 goto step 17 if expected-wait for skill 446 pri m > 60
07 queue-to skill 446 pri m
08 announcement 58345
09 wait-time 15 secs hearing music
10 announcement 58346
11 wait-time 30 secs hearing music
12 announcement 58347
13 wait-time 30 secs hearing music
14 goto step 8 if unconditionally
15 stop
16
17 consider skill 446 pri m adjust-by 0
18 consider skill 253 pri m adjust-by 0
19 queue-to best
20 goto step 7 if expected-wait for best >= 9999
21 goto step 8 if unconditionally
22 goto step 25 if staffed-agents in skill 153 < 1
23 queue-to skill 153 pri m
24 goto step 8 if unconditionally
25 disconnect after announcement 58248
26 stop


Steve