Single vector with 2 hunt groups.

[Dynabass]

Hello all,

My company has two call center groups that share one of our hunt groups for a shared task. However, each group is judged very differently on their stats through CMS, regarding acw and aux. Since we need the vdn to be a single point of contact for this task, I cannot just create another vdn/vector/hunt group combo. Is there a way I can use 2 hunt groups with the single vector/vdn combination, so each team can have their own stats in CMS? Thanks!

 

[montyzummer]

can you not add a step with an announcement that says press 1 for this 2 for that route accordingly and report as required

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[Dynabass]

No. "Since we need the vdn to be a single point of contact for this task, I cannot just create another vdn/vector/hunt group combo.

 

[Stinney]

Right, and as montyzummer suggested, you put in an announcement that says for this press 1 for that press 2 and in your vector, you send the caller to one set of steps within the same vector that queues to skill X and a different set of steps that queue to skill Y.

So if your vector would be something like this:

Steps 1 - 5 setup, time of day, etc., etc.

06 Collect 1 digit after announcement 12345 for none
07 Goto step 10 if digits = 1
08 Goto step 12 if digits = 2
09 goto step 06 unconditionally (if user doesn't make a selection or presses something other than 1 or 2)
10 queue-to skill 1 pri m
11 goto step 13
12 queue-to skill 2 pri m

Steps 13 - last step continues call processing, announcements, etc.



- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[Dynabass]

Thank you both for your answers. Unfortunately, we really can't do that as it would be confusing to the customer an announcement stating 'For ShopperInfo issues press 1, or for ShopperInfo issues press 2'. Both of these departments handle the exact same shared task (weird, I know). My department has a totally different set of productivity rules in that we really don't keep but very basic stats. However, the other department is what you could call extreme bean counters. While we only use Available and ACW for our agents, the other department uses AUX codes for lunch, break, email, research, meetings, ACW, and multiple other off phone tasks for their agents, and all time must be accounted for. So basically when my department takes a call, and revert to ACW after the call (perfectly acceptable), we are blowing up the ACW stats for the other department because of the shared skill. Does any of this make sense? I know it's a bit odd, and I'm semi new to vectoring. Thanks!

 

[jmbailey]

Create a 2nd skill/hunt so that each group has their own skill/hunt. Then in the vector, queue the call to both skills:

queue-to skill 5900 pri m
queue-to skill 5901 pri m

The same call will be sent to both queues. first person to answer clears the call from both queues.


Hope this is what you were asking for......

 

[Stinney]

My only concern with queuing to both at the same time in this fashion

queue-to skill 5900 pri m
queue-to skill 5901 pri m

is that the first skill has a good chance of handling more of the calls than the second, if it always queues to 5900 first.

I like the idea though. So if you have variables available you could use it to alternate between which skill gets queued first.

You would create a variable, let's use C. Define it as a collect type, scope of G, Length of 1, Start as 1, Assignment of 1.

Then program your vector like this:

09 goto step 14 if C = 2
10 set C = C ADD 1
11 queue-to skill 5900 pri m
12 queue-to skill 5901 pri m
13 goto step 17 if unconditionally
14 queue-to skill 5901 pri m
15 queue-to skill 5900 pri m
16 set C = C SUB 1
17 ...your normal wait in queue processing...


- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"