skillset numbers across mulit-networks

[pglenn]

we have nortel installed across 2 networks, with separate database for each, with call over-flow going between each. we are using customer reports (via crystal reports) for custom reporting needs. I have read, and believe i have seen, problems with SkillsetAbandoned numbers (from dSkillsetStat) being duplicated for the same skillsets on the "secondary" network (ie the one calls over-flow to). if i want to properly measure combined CallsAnswered and CallsAbandoned for the same skillsets on both networks (primary calls and over-flow calls), where should I be pulling the SkillsetAbandoned numbers for each network database, to get true accurate numbers for my skillsets?

Patrick

 

[Milesprower]

Skillset Abandoned number are inherently dubious. If you queue to two skillsets and the call abandons, it will peg as abandon twice. That is why Nortel does not use this data in canned report templates.

If you want to accurately report call abandons, then you should be looking into application reports.

Are you using Network Skills Based Routing or just overflowing calls between centers?

 

[pglenn]

currently we dont use network skill routing, we use over-flow. at this time we dont queue calls to multiple skillsets so the abandon :should: be correct at each skillset but i fear it isnt. if i use application reporting (ie dApplicationStat) and get abandon from there, i know it will be close but that number as i understand reflect calls that dont reach skillset-level, as well as those that actually were abandoned at skillset. additionally, would that number need to be added to NetCallOut "CallsAbandoned" to get the "real" number? or is it correct by itself?

so now knowing that we dont use network skillsets, and dont route calls to multiple skillsets... is there a way from within skillset-level numbers and tables, to get a correct SkillsetAbandoned number for a skillset both at the "origin" network and the "overflow" network? without that number duplicating abandoned calls?

sorry for so many questions. this issue has been kicking me for over a week.

 

[Milesprower]

Sorry, I don't follow. How are you "overflowing" to a skillset on a separate "network"? Can you give us the configuration in more detail?

Do you have SCCS or CC6? Are there two call center servers? Two Meridian switches? Sorry for all the questions, but reporting is based off of the configuration and routing scripts, we need to understand the basics first.

 

[pglenn]

2 call center servers. 2 switches... skillset from one "overflows" to same skillset on the other. i dont have full knowledge of the switch/networks, just the databases, i'll see what more info i can get. what more we need to know?

 

[captaingadget]

You need to know exactly how the calls are overflowing since if the calls are simply queued to an additional skillset without removing it from the original, then as Miles says, it will be pegged twice if it is abandoned.

 

[pglenn]

i'll check on details of how the calls are overflowing, per what I have seen in the two databases it seems calls may be overflowing "both" ways - some skillsets are set to go to both switches simultaneously (is that possible?) and some only going to 2nd when they cant be answered on the first

 

[captaingadget]

Yes it's possible and it all depends on what is in the script. If the call is ROUTED to a CDN on the other switch via the script then the script terminates at that point and the call is pegged as ROUTED. If the call is QUEUED against a distant skillset then it will remain queued at the local skillset also unless it is REMOVED from the local skillset.

 

[sandyml]

So - just to confirm the perhaps obvious, you have an NCC (network control server) in this mix? And can you post one of your scripts? That would be most helpful.

 

[Milesprower]

I thought he said no Network Skills Based Routing, which means no NCC, which means, you can't queue to skillsets on both systems.

I inherently dislike the term "overflow" in a Nortel environment. It does not define the call routing and is open for interpretation. You are either queuing to multiple skillsets, or routing the call to different skillsets.

 

[pglenn]

ok, so i got "some" new info... its ALWAYS nice when they make changes and updates to the nortel system - or any system for that matter - and dont tell us database/reporting persons that need that information.

so now we DO have network skillsets in place - ie as i understand it, a call comes into center-1 and becomes available for either center-1 or center-2 to answer, whichever answers first. not just 1 then "rollover" to 2 if unsanswered by 1...

so that being said (and barring more info needed?) at skillset level, ie dSkillsetStat, how would i accurately measure SkillsetAbandoned numbers for a skillset across both centers?

 

[Milesprower]

There is not a clear answer as you want to measure at the skillset level. At a high level, if a call abandons while queued at both skillsets, each skillset will peg an abandon.

But the devil is in the details - and there is more here than we can cover (and I know since I'm not actually running a network of Nortel call centers).

You need to understand what type of Skills Based Network Routing is being used (local node inclusion or not) and the parameters involved (first back, longest idle agent, etc). All these will contribute to "edge" conditions so that your actual abandons will not be 1/2 the total of the skillset abandons.

Do all calls enter the network at one node or are they percentage balanced in the network across both nodes?

The number of variables in networking is high, making some statistics extremely costly to accurately compute. I think that is the case here. Even if you were looking as abandons at an application level you still need to be careful counting abandons due to timing and "glare" conditions which occur when the call is being connected to a remotely located agent.

 

[pglenn]

yes i knew it got "fuzzy" with abandons when multiple centers and networked skillsets were involved.

as a possible alternative, does there exist somewhere or maybe with nortels own online documentation, a "data flowchart" that would show me how a call (or better types of calls) is tracked via the tables from the point it is received from the outside world to application, to the point it is abandoned or answered at skillset? needed would be a "data flowchart" for a virtual callcenter using networked skillsets across multiple networks. if i could see how "default" networked call data is placed along its routing, within ApplicationStat, SkillsetStat, NetworkInCallStat, AgentBySkillset, at a minimum that would assist

 

[Milesprower]

The best documentation I have seen was in a Global Knowledge class for Network Skills Based Routing. Nortel documentation is still very sparse in dealing with call pegging in a network scenario. Check the Historical Reporting and Data Dictionary. Do a search on network call pegging.