skill queue issue

[ctrost]

I am trying to troubleshoot a two issues, not sure if they are related. Not sure the best way to describe, but I will try and explain the configuration first, so that the issues make more sense.

We have about 15 agents, and 5 different skill groups- the skill groups are essentially only used for call tracking purposes, all agents have the same skill level.

4 of the skills are fed from one VDN, with the appropriate menus, RONA vectors, etc. This works as expected. (I'll call this VDN 1) The problem arose when I was asked to introduce the 5th skill group, that is coming in from a separate VDN, (Ill call this VDN 2) this again set up with the appropriate menus, which essentially mirror the setup from VDN1.

Currently, if an agent takes a call from a skill that is fed from VDN 1, then hangs up, they could be in line and take the next call from VDN 2, even when there are other agents in the skill that have been inactive longer.

The second issue, is that it seems that if agent A takes a call from VDN 2, they will get the next call that comes into VDN 2, even if there are other agents logged in and available.

I can't seem to figure out what is going on. - My first thought is that the fact that the calls are coming in from two different VDNs may have something to do with it, but that doesnt seem to make alot of sense.

 

[Stinney]

Check the skills group type settings in the hunt group form. Are they the same? ie: ead-mia, ucd-mia, etc.

- Stinney

Quoting only proves you know how to cut and paste.

 

[ctrost]

the skills have the same type, ucd-mia. I did just notice one thing- there is a hunt grouping of the agents, for skills 1-4, but there is another hunt grouping of the same agents for skill 5, but i can't determine if this is the issue.

 

[4merAvaya]

Check your System Features. In the Call Center section there is an option regarding how the system measures Most-Idle Agent.

Kevin

MIA Across Splits or Skills? y

 

[ctrost]

Checked it... it's already set to 'Y' ... the weird part is that the skills 1-4 are fine, but adding in the 5th one has caused the issues

 

[Stinney]

Is the MIA Across Splits/Skills? field on the Feature_Related System Parameters screen set to Y or N?

If it is set to N, the system won't consider the mia state of the other skill(s), only each skill individually.

- Stinney

Quoting only proves you know how to cut and paste.

 

[ctrost]

Yes, as previous post... it's already set to "Y

 

[Stinney]

Doh! Off to get more coffee...

This is a non-eas environment, so is the issue the number of skills they are trying to log into? In a non-EAS environment an agent can only log into 4 skills at a time.

- Stinney

Quoting only proves you know how to cut and paste.

 

[ctrost]

right, not using EAS. .... that being said, I had no problem tying the 5 skills to each of their agent ID's ... so, how does that work?

 

[Stinney]

Just to make sure I understand, when you say you are tying the skills to each of their agent IDs, are you assigning the skill to an agent login ID: change agent-login command? (which would be an EAS environment) or adding the agent id to the hunt group? (which would be a non-EAS environment).

- Stinney

Quoting only proves you know how to cut and paste.

 

[ctrost]

hmmmmm

ummm well, to be honest (I did inherit the set-up of the first 4 skills) There is both in the system... there is a hunt group for them, but they log in with an agent ID.... So, should the Skills actually be changed to EAD-MIA ? Then, as long as all of the agents have the same skill level, the calls will still be distributed via MIA only and not in conjunction with expert status?

 

[ctrost]

...and to further explain, the VDNs that feed the vectors are queue'd to the Skill groups, for all 5 skills, which as you suggest would then be handled by the agent's login ID's even though the Skills are set to UCD-MIA. There is a hunt group for the call center, also, but that's not set to ACD, only Queue.