Scripting issue

[joynew68]

I would need to queue calls to the skillset sk_sales just in case there are no more then 4 waiting calls.
Is the next scripting correct? Seems to me calls are queued to the skillset just if idle agent count >0.

IF (QUEUED CALL COUNT sk_sales < 4) THEN
QUEUE TO skillset sk_sales
WAIT 3
END IF

Thanks,

j

 

[Milesprower]

You could potentially queue the call to a closed skillset. Check the skillset before the queue step.

IF (QUEUED CALL COUNT sk_sales < 4) THEN
IF NOT OUT OF SERVICE sk_sales THEN
QUEUE TO SKILLSET sk_sales
WAIT 2
END IF
END IF

 

[DancingDave]

You should also put in a command for when there are four or more calls in queue, other wise nothing will happen to the call!

DD

 

[joynew68]

Thanks for responses.
Our Skillset intrinsic described is followed by next intrinsics with ROUTE CALL XXX, EXECUTE abdc ......
But still my filling is that there are not calls waiting in case of sk_sales is busy. We cannot see
waitings on the application rtr and also service level is still 100% I think because calls are overflowed (terminated) immediatelly if there is no Agent idle in the skillset.
My loop with GIVE MUSIC and announcement is at the end of of script but I don't think this could cause my problem.

Thanks

j.

 

[Revolution1200]

Hi,

Can you post the rest of your script please?

Kind Regards

Stuart

 

[joynew68]

Yes, here is the script. The trouble is that in the case there is no idle agent in the sk_sales then calls are terminated via ROUTE CALL 502 or via SECTION callextcc
commands and we have no waiting calls in this application.

GIVE CONTROLLED BROADCAST ANNOUNCEMENT 52010
PLAY PROMPT
VOICE SEGMENT VS_RAN1

IF (QUEUED CALL COUNT sk_sales < 4) THEN
IF NOT OUT OF SERVICE sk_sales THEN
QUEUE TO SKILLSET sk_sales
WAIT 3
END IF
END IF

IF (IDLE AGENT count sk_claims > 0)
AND ((DAY OF WEEK = Monday..Friday) AND (TIME OF DAY = 9:00..19:00)) THEN
ROUTE CALL 502
END IF

IF ((DAY OF WEEK = Monday..Friday) AND (TIME OF DAY=8:00..22:00))
OR ((DAY OF WEEK = Saturday..Sunday) AND(TIME OF DAY=8:00..22:00)) THEN

EXECUTE callextcc
ELSE
QUEUE TO skillset sk_sales
WAIT 2
END IF

SECTION loop1

GIVE CONTROLLED BROADCAST ANNOUNCEMENT 52010
PLAY PROMPT
VOICE SEGMENT VS_RAN2

GIVE MUSIC 40
WAIT 30

IF AGE OF CALL>1800 THEN
DISCONNECT
END IF

EXECUTE loop1

SECTION callextcc

READVAR extcc_cv

IF extcc_cv = 0 THEN
ASSIGN extcc_cv+1 TO extcc_cv
ELSE
ASSIGN 0 TO extcc_cv
END IF

SAVEVAR

IF extcc_cv = 0 THEN
ROUTE CALL 58511
ELSE
ROUTE CALL 58512
END IF

 

[Milesprower]

Assuming that there are less than 4 calls queued to sk_sales and the sk_sales skillset is open, the calls are queued to it. Three seconds later, if count_sk_claims skillset is open and the time of day check passes, then the call is routed to 502.

I'm not sure I understand what you are trying to do, but it appears almost all calls will queue and then be routed. You may want to re-examine the clause:

IF (IDLE AGENT count sk_claims > 0)
AND ((DAY OF WEEK = Monday..Friday) AND (TIME OF DAY =
9:00..19:00)) THEN
ROUTE CALL 502
END IF

You should not have an agent logged into count_sk_claims skillset if you want the call to queue.

If call does get past the ROUTE 502 clause, the call next will be sent to the Section callextec. During normal day time hours I don't see how a call will get through these two clauses to the loop1 Section.

 

[joynew68]

Milesprower,

Thanks for your comments.

I would need to queue calls to the sk_sales if there are less then 4 customers waiting in the queue. If there are 3 customers waiting in the queue the next should be routed to the CDN 502 (clause is OK but anyway thanks for your comment) or sent to Section callextec.
So my feeling now is that I should just place my loop1 Section after next clause and this will solve my problem.

IF (QUEUED CALL COUNT sk_sales < 4) THEN
IF NOT OUT OF SERVICE sk_sales THEN
QUEUE TO SKILLSET sk_sales
WAIT 3
END IF
END IF

j.