Queue to Skill X

[sivaprakash]

Team,

I would like to know, how will the calls will be queued in below vecor steps

1 xxx
2 xxx
3 Queue to Skill 11
4 Queue to Skill 22
5 Announcement 232323 ( Wait message)
6 wait time 30 seconds hearing music
7 go to step 5 if unconditionally
8 stop

when the call is in queue, Does it Queue to both skills? or only to Skill 22?

 

[Definity]

Call will only queue to single skill. when you had the second queue step in vector, the first skill will dequeue the call & the call will be queued to only skill 22.

Success is the ability to go from one failure to another failure with no loss of enthusiasm & energy - Winston Churchill

 

[SF0751]

Not true. A call can be queued to up to three skills at the same time. If an agent is available in skill 11, the vector will not reach step 4 (queue to skill 22). Otherwise, it will be queued to both skills. When the call is answered, that skill will show an answered call, and the other skill will show an abandoned call.

Susan

Come to the Dark Side.
We have cookies.

 

[Tolson]

Susan is correct

 

[sivaprakash]

Thanks Susan, I have simulated the environment, yes its queuing to 3 skills at a time. Thanks again

Siva

 

[Stinney]

When a call queues to more than one skill, only the first skill queued to will be charged with an abandoned call if the call is answered in one of the other 2 skills.

The other 2 skills will be charged with a dequeued call if not answered by that skill.

If a call rings any of the skills and RONAs or Abandons during ringing the call will be charged as an abandon for that skill and the others will incur a dequeued call.

From CMS Database Items and Calculations r14 document:

Calls can be queued to as many as three splits/skills simultaneously. For the first split/skill to which a call queues, CMS counts an answer, outflow (leaves vector processing or is
answered by an agent in another split/skill), or abandon. For the second or third splits/skills to which a call queues, CMS counts an answer and an inflow if the call is answered in that split/skill. If the call is answered in another split, if the call outflows, or of the caller abandons, CMS counts the call as dequeued.

Note: If a call rings in a second or third split and then abandons, an inflow and abandon are counted for that split; an outflow or dequeue is counted for the other splits.

- Stinney

Quoting only proves you know how to cut and paste.

 

[sivaprakash]

Thanks Stinney, This is a really informative...I will take the CMS report and analysis....