reserved for call on agent performance report

[scriptscience]

Can someone clarify further reserved calls. "Reserved is used on network skillset calls. The Symposium/CC6 system "reserves" an agent for the duration of time it takes for the Meridian/Succession to set the call up across the network." What does this mean?? Thanks.

 

[captaingadget]

If a networked agent is also a "local" agent, calls originating from the local site will be switched quicker than a call originating from a distant site. The idea of reserving an agent is to stop a local call from getting in before the networked call has matured.

 

[scriptscience]

thank you captaingadget for your timely response. Can you clarify what you mean by a local agent adn what you mean by a mature call. We have a network consisting of a st.pete florida processing center and a southfield michigan processing center. thanks again

 

[captaingadget]

Assume that the agent is located in Florida. The agent may well belong to a local skillset - non networked, and a also a network skillset. Assume that this agent is the longest idle for both the local skillset and the network skillset and that a call arrives at Michigan, the agent will be reserved to take the call from Michigan. This will prevent the agent receiving a call from Florida. The reservation is necessary since it takes longer for the call path to be switch across a network than it does to switch a call locally. If it were not reserved, a Florida call could sneek in before the network had set up and connected the Michigan call. A call is termed matured when it has been set up connected and answered, well thats what I define it as anyway.