reporting / monitoring on secondary scripts/applications

[m3nl]

Hi All,

I have a new challange in Symposium 4.2.
We recently introduced intra-day monitoring using the real-time displays from the Symposium fat client.

We found out that the statistics shown on the display includes calls outside our servicewindows (in the primairy scripts we divert calls outside our service window to a closed section within the same primary script). The calls outside the service window influence our call statistics and service level calculation.

In an effort to find a solution I created a secondary script which is called from the primary script when the call is offered within servicewindow. The secondary queues the calls to skillsets.

Now when I'm testing this setup, I found out that the RTD only shows the primary scripts and that calls offered to the secondary script (e.g. calls waiting) are shown in the RTD listed at the primary script. Also running reports, I'd like to report on the secondary script, but the secondary script are not selectable.

Is there anyone with a similar setup who had found a solution to this issue?

Greetings,

Michel Scheffer
The Netherlands

 

[mcpeppi]

why you do not provide to a "second" primary script
that queues the calls to skillsets?