Resetting Interflow Timing.

[hhallett]

Our primary ACD queue was set to kick calls to an outside call center after 2 minutes and 30 seconds if no one here answers. I was told to adjust that time down to 45 seconds but, when I tested it I found that the calls are going to the outside call center around 15 seconds after the 2nd recorded announcement.

1) Isn't the Interflow timer supposed to start after the 2nd recording plays?
2) Is there something that I needed to change other than the Interflow timing?


Priority 11
Primary Agent Skill Group ID 8201
Recording 1: Delay to Start Time Minutes
Recording 1: Delay to Start Time Seconds 04
Recording 1: Directory Number 1860
Audio Settings
Audio Source Embedded
Recording 1: Embedded Music Source 1
Recording 1: Alternative Recording Device
Recording 1: Path Interflow Dialing List
Recording 1: Release Digit Receiver After Recording No
Recording 2: Delay to Start Time Minutes
Recording 2: Delay to Start Time Seconds 20
Recording 2: Directory Number 1860
Audio Settings
Audio Source Embedded
Recording 2: Embedded Music Source 1
Recording 2: Alternative Recording Device
Recording 2: Path Interflow Dialing List
Recording 2: Release Digit Receiver After Recording No
Recording 3: Delay to Start Time Minutes
Recording 3: Delay to Start Time Seconds
Recording 3: Directory Number
Audio Settings
Audio Source None
Recording 3: Embedded Music Source
Recording 3: Alternative Recording Device
Recording 3: Path Interflow Dialing List
Recording 3: Release Digit Receiver After Recording No
Recording 4: Delay to Start Time Minutes
Recording 4: Delay to Start Time Seconds
Recording 4: Directory Number
Audio Settings
Audio Source None
Recording 4: Embedded Music Source
Recording 4: Alternative Recording Device
Recording 4: Path Interflow Dialing List
Recording 4: Release Digit Receiver After Recording No
Repeat Last Recording Enabled No
Last Recording Repeat Interval Minutes
Last Recording Repeat Interval Seconds
Overflow 1 Agent Skill Group ID
Overflow 2 Agent Skill Group ID
Overflow 3 Agent Skill Group ID
Interflow Enabled Yes
Interflow Time Out Minutes
Interflow Time Out Seconds 45
Interflow Point Directory Number 8700
Allow Overflow to Interflow Before Time Out No
Path Unavailable Answer Point Directory Number 8700
Path Real Time Events Enabled Yes
Interflow To This Path Uses This Path Priority No
DTMF Receiver Unavailable Action Play RAD
DTMF Receiver Unavailable Answer Point Directory Number
Primary Agent Skill Group Overflow Timer Minutes 9
Primary Agent Skill Group Overflow Timer Seconds 00
Primary Agent Skill Group Predictive Overflow Average Call Duration Minutes
Primary Agent Skill Group Predictive Overflow Average Call Duration Seconds
Primary Agent Skill Group Remote Agent Skill Group Priority
Primary Agent Skill Group Remote Agent Blocking Timer 60
Overflow 1 Agent Skill Group Overflow Timer Minutes 9
Overflow 1 Agent Skill Group Overflow Timer Seconds 00
Overflow 1 Agent Skill Group Predictive Overflow Average Call Duration Minutes
Overflow 1 Agent Skill Group Predictive Overflow Average Call Duration Seconds
Overflow 1 Agent Skill Group Remote Agent Skill Group Priority
Overflow 1 Agent Skill Group Remote Agent Blocking Timer 60
Overflow 2 Agent Skill Group Overflow Timer Minutes 9
Overflow 2 Agent Skill Group Overflow Timer Seconds 00
Overflow 2 Agent Skill Group Predictive Overflow Average Call Duration Minutes
Overflow 2 Agent Skill Group Predictive Overflow Average Call Duration Seconds
Overflow 2 Agent Skill Group Remote Agent Skill Group Priority
Overflow 2 Agent Skill Group Remote Agent Blocking Timer 60
Overflow 3 Agent Skill Group Overflow Timer Minutes 9
Overflow 3 Agent Skill Group Overflow Timer Seconds 00
Overflow 3 Agent Skill Group Predictive Overflow Average Call Duration Minutes
Overflow 3 Agent Skill Group Predictive Overflow Average Call Duration Seconds
Overflow 3 Agent Skill Group Remote Agent Skill Group Priority
Overflow 3 Agent Skill Group Remote Agent Blocking Timer 60

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[SXWizard]

Interflow timer starts when the call enters the path. Time how many seconds the call has been in the path when the second recording ends and add 45 seconds to get the amount of time for the Interflow Timer setting. i.e. If the call has been in the path for 30 seconds after the second recording ends then your interflow timer would be 1 minute 15 seconds.

 

[kwbMitel]

A few suggestions

First, your recording 1 is kicking in at 4 seconds. This does not even allow the agent to answer the call and the first thing the caller hears is "All Agents Are Busy Message". This is a bad impression. You should always leave about 15 secods before the 1st message to allow at least 1 agent the ability to ring and answer the call. The customer experience is better and they get the appearance of live answer when agents are available. When Agents are busy 15 seconds is nothing to the caller as they've only heard about 3 or 4 rings at that point.

Second, you are cycling the second message way too quick. 20 seconds after the first message is really no time at all in a call center. You should separate these messages by at least 30 seconds, I typically use 1 minute.

setting your call flow to interflow 45 seconds after the second message is really doing your customers a disservice unless the destination of the interflow is a higher priority and able to answer their questions.

I would strongly recommend that you put yourself in the customers chair and imagine their experience with your design.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[hhallett]

SXWizard & kwbMitel, thank you for your responses but I am still a bit confused about the timing. Does the interflow clock start when the 2nd message ends (which is what I have thought it does) or does it start as soon as the call hits the path?

kwbMitel - The 4 second, 20 second, 45 second timing is what hotel management has said it wants. I agree, the times don't give the agents much time. Additionally, the agents are pulling simultaneous double duty as Operators. Management has decided that they want a live person to answer as quickly as possible even if it means sending them offsite (which the hotel is charged per call) to a facility that can only take the caller's information and pass it back to reservations here for follow-up.

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[kwbMitel]

Interflow timer starts when call enters queue
1st recording timer starts when call enters queue
2nd recording timer starts when 1st recording ends

Call enters queue
at 4 seconds first recording starts
estimating 1st recording is 4 seconds long
at 8 seconds 1st recording ends and caller is placed on hold to wait for agent
at 28 seconds caller hears second message
estimating 2nd recording is 4 seconds long
at 32 seconds 2nd recording ends and caller is placed on hold to wait for agent
At 45 seconds call interflows


**********************************************
What's most important is that you realise ... There is no spoon.

 

[hhallett]

I see. So it IS cumulative. Thank you for the clarification. I'll make the needed adjustments.

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel