Queueing on SL

[Supernn]

Does anyone uses the "Queue to skillset..." in combination with a formula like ServiceLevel based on skillsets?

We would like to do as followed:

Script Variables:
Skillset_CV = Call Variable for general queue scripting
Service_Opt = Voice Segment to CallPilot Application
Service_Choice = Call Variable for Service Choice

3 skillsets, Skillset_A for "Sales", Skillset_B for "Support" and Skillset_C for "Other" which should be activated only when the ServiceLevel of "Skillset_A" is below 80%.

GIVE RINGBACK
 WAIT 2

/*****Lang_Sect****/
OPEN VOICE SESSION
 PLAY PROMPT VOICE SEGMENT Lang_Opt
  COLLECT 1 DIGITS INTO Lang_Choice
   INTER DIGIT TIMER 3
END VOICE SESSION

/****Assign_Sect****/
IF Lang_Choice = 1 THEN 
 Skillset_CV ASSIGNED Skillset_A
ELSE
 Skillset_CV ASSIGNED Skillset_B
END IF

/****Queue_Sect****/
IF NOT OUT OF SERVICE Skillset_CV THEN
 IF NOT QUEUED THEN
  QUEUE TO SKILLSET Skillset_CV
   WAIT 2
 END IF
END IF

Either here or just before the "Queue_Sect" we would like to
see something like this:

[red]IF "Skillset_A" < 80% THEN QUEUE TO SKILLSET Skillset_C END IF[/red]

The formula used for Servicelevel is as followed:
((%Calls Answered+%Call Abandon)-(%Calls Answd Aft Threshold+%Call Aband Delay Aft Threshold))*100/(%Calls Answered+%Call Abandon)

I've been breaking my head and have not yet come to a solution

 

[rfwhite]

First, are you running Symposium 1.5? If so, the "ASSIGNED" command is valid, otherwise it should be:
ASSIGN <value> TO <variable> for anything newer than 1.5.

Depending on your call rate, call volume, and number of agents the service factor will jump around tremendously. It might be more reliable to check another call intrinsic such as average speed of answer or age of oldest call.

 

[Supernn]

Sorry I forgot to mention:
SCCS 5.0
CS1000M Multigroup Rel 4.0
CallPilot 4.0

The script above is a part of a standardized script and works fine

I know that this might lead to calls floating around, but I would like this to be proven to the requestor....