Scripting Help - Queing to Multiple Skillsets 1

[DRNurse]

Is there any way SCCS 4.2 can queue calls to multiple skillsets with different priorities?
e.g. Queue to skillset Test1 with Priority 2
and
Queue to skillset Test2 with Priority 3

 

[sandyml]

What you are describing is the basic functionality of Symposium. So -- yes, certainly.

Insert a WAIT 2 statement after each QUEUE TO statement, however.

 

[DRNurse]

Doesn't that mean the the 1st Q2 will happen, and then the second QUEUE TO statement overrides the first after 2 seconds?
So if it isn't answered by the 1st skillset after 2 seconds, it's removed from Queue and sent to 2nd Skillset?
Or am I assuming too much?

 

[sandyml]

No, it is not removed from the first skillset. The second QUEUE TO statement just adds a second choice. After the system has executed both QUEUE TO statements, the call is waiting at both skillsets. You can queue the call to 20 skillsets simultaneously, if you like.

You are correct in that it will present to the first skillset before the second skillset, if there is an agent available in that first skillset during that 2 second wait. So put your most important choice first. It is also important to put the WAIT 2 statement in, so that the call can get queued properly and you do not get script racing or other undesirable effects.

 

[johnpoole]

a step i use is to test the age of the call and then que it to another group, this one gives the operators 120 sec then sends the call to the supervisor, if she is nr/msb it goes to her boss.. in 3 months the average answer time is below 45 seconds...

IF (Age of Call > 120) THEN
IF NOT OUT OF SERVICE Operators_Super THEN

QUEUE TO SKILLSET Operators_Super
WAIT 2
[/code]

john poole
bellsouth business
columbia,sc

 

[DRNurse]

Thanks, main idea here is client wants sales calls to be answered by sales agents first regardless of age of call, if they're no sales calls then they can take queries calls.
Same with queries agents , they must take queries first but sales if no others queing.
Only way I can think of is having 2 skillsets per group (Sales_Primary_sk & Sales_Secondary_sk) then doing below:
.............................
/* Sales Application */
Queue to Skillset Sales_Primary_sk with priority 2
wait 2
Queue to Skillset Sales_Secondary_sk with priority 3
wait 2
.............................
/* Query Application */
Queue to Skillset Query_Primary_sk with priority 2
wait 2
Queue to Skillset Query_Secondary_sk with priority 3
wait 2

Then if agents had sales primary & Query secondary skillset assignments, Sales secondary would receive calls only if no Queries primary calls exist?
Long winded - but it should work?

 

[sandyml]

Yes. You could also just say QUEUE TO SKILLSET Sales_sk, then QUEUE TO SKILLSET Query_sk (or vice versa), and not use the Primary and Secondary additional skillsets. But then your Skillset reports might not show the way you want, although you would get correct Application reports.

 

[lretrievers]

Another option would be to use the skillset priority in the agent profile. If you make sales priority 1 for the sales agents, and queries priority 2, they will get presented with sales calls before any queries calls.

 

[DRNurse]

Tested the agent priority settings, however the call is presented to the agents based on age of call, and then chooses the higher priority agent from the skillset.
It seems that agent priority doesn't affect which calls are presented first.
On the reports, what will be the impact of queueing to multiple skillsets?
Thanks

 

[lretrievers]

DRNurse,

Agent priority doesn't effect the age of call; I sometimes use a combination of skillset queing priorities and agent priorities to be sure I get the desired effect.

At the agent level, other than the fact that your agents are logged into multiple skillsets so agent by skillset reports will reflect that, there should be no other impact. At the skillset level, you will see a double peg of calls queued to a skillset on RTD if calls is queued to more than one skillset at a time. You may also want to take in accout ASA if you are doing any "delay" in queueing to the second skillset for the second skillset if it answeres. You can also see a breakdown of which skillset answered a call from the application level.

 

[sandyml]

Right -- agent priority for a skillset only comes into play if more than 1 agent is available at the time.

 

[DRNurse]

I've setup the below script as such:

give ringback
wait 2
section gavin
queue to skillset test_queries_sk with priority 6
wait 2
queue to skillset test_sales_sk with priority 1
give ringback
wait 10
execute gavin

So if an agent on the test_sales_sk skillset becomes available it should route to them first?
However I dial the call, wait 5 seconds, then make an agent active.
They always seem to get the queries call first, not the prioritised call?
Am I doing something wrong here?

 

[lretrievers]

I would queue to test_sales_sk with PRIORITY 1 first
and queue to test_queries_sk with PRIORITY 6 second; reverse the order and you should get the result you are looking for.

 

[sandyml]

Also, you should not repeat your queuing commands by looping back to Section gavin. Suggest you add a wait loop that checks to see if the skillsets are in service and if call is queued or not, and either go to a closed treatment or requeue the call.

 

[DRNurse]

Thanks, worked like a charm