Reporting errors in Symposium with an overflow

[rginter]

I am getting ready to set up an overflow on my main queue. Before I do this I want to understand what happens in Symposium world with the reporting.

Currently, the call will hit the primary, go to the secondary script, check a whole lot of things and get assigned to a queue with priority and to that skillset. If I set up an overflow on this queue, I want the call to be sent to another group of agents(time instrinsic - example: 60 seconds) If there are agents logged in with this overflow skillset, I want them to get the call making sure I always have a reserve of agents for their first priority of calls. Of course, I want to compare the two calls to make sure that if someone in the original queue is available before the secondary group, that the call goes to whoever is available first.

I have heard that there are reporting problems in Symposium with an overflow setup. Does anyone know if this is accurate? How will this call peg and would this cause potential problems from a reporting standpoint?

Any help or insight would be greatly appreciated.

 

[johnjose]

rginter,

Despite there is not clear what kind of reports do you use I wouldn’t expect any reporting problems connected with described skillset overflow. As I understand it correctly you are going to modify secondary script, so you haven’t Application Performance report for current script and also after the change you will have application reports only for primary script.
You will be able to run 2 separated Sillset Performance reports for first and second agent groups. And you will have also Agent Performance reports for agents in both groups.

johnjose

 

[KillianK]

Setup some test scripts and use the call by call data to see what data you need to tag for your reports,

Cheers,

Killian,

NextiraOne Ireland

http://www.NextiraOne.ie