Calls waiting and oveflow

[iptuser]

I`m re-writting our script in 4.2 Symposium SCCSS200. I need to be able to check the age of the call and then if there are agents free in another skillset offer the call to them.

Calls are first always offered to IT Help Desk

I used
if age of call > x sec and ldle agent count ( skillset- newchange) > call count IT Help Desk then

queue to skillset newchange

then if

Though this works well with calls overflowing to newchange if there are calls waiting in IT HelpDesk skillset after x sec and then ONLY overflow if there are more agents idle in newchange then calls waiting but can it be improved whats the difference in Oldest call and Age of call


thanks

wayne67

 

[brownlg]

Age of call looks at the particular call being handled by the script and returns its age.

Oldest call looks at the age of ALL calls being queued to a specified skillset and returns that age of the one that is queued the longest.

the main difference between the two is that, for a given skillset(s), one looks at A call while the other looks at ALL calls.

as for improving the script, i'd just do the age check and queue to the other skillset as long as it's in service. when you do that, it doesn't remove it from IT help desk, so it'd still be available to them too. then whoever comes available first will get the call.

IF AGE OF CALL > X # of seconds AND newchange NOT OUT OF SERVICE THEN
QUEUE TO newchange
END IF

that way, the call has already been queued to IT help desk, and now newchange as well.

is there a reason that you only want it to queue to newchange if ldle agent count newchange > call count IT Help Desk?




Les Brown
Kelly Services, Inc.

 

[iptuser]

Les,

The NewChange skillset is used by our External callers while IT Help Desk are for internal. We always need to make sure we have one agent free for external callers- we have more internal callers then external so can not send calls across both sets otherwise external callers may get busy.
Do I need to put the above in a loop so it always checks the age/oldest or

Is below better?
Wait 2

if not out of service then

queue to skillset IT Help Desk

else queue to skillset Backstop

end if

if age of call > x sec and ldle agent count ( skillset- newchange) > call count IT Help Desk then if not out of service
queue to skillset newchange

else
queue to skillset IT Help Desk

Play message 1

end if

wait 10

section loop

execute test call

Play message 2

execute loop


Section test call

age of call > x sec and ldle agent count ( skillset- newchange) > call count IT Help Desk then if not out of service
queue to skillset newchange

else
queue to skillset IT Help Desk


wayne

 

[brownlg]

okay, if i understand you are using the newchange skillset for overflow of the it help desk, but only if you've got idle agents in newchange (and the age of the call is x of course).

if you only need to have at least one agent available for external customers, you could just do:

if age of call > x sec and ldle agent count ( skillset- newchange) > 1

with that, as long as the age of the call is x long and the number of idle agents in newchange is 2 or more (>1), it'll go to them.

the way you have it:

if age of call > x sec and ldle agent count ( skillset- newchange) > call count IT Help Desk

what happens when the call has met the age threshold, but then looks at idle agents against call count and those numbers are equal? it continues to hold even if there are more than 1 idle agent. for instance, the call has waited 3 minutes, so it then checks for newchange idle agents. there are 3 idle, but there are 3 calls in the it help desk queue. the call would just continue to hold because the number of idle newchange agents isn't greater than the number of calls in the it help desk queue. so even though those agents aren't doing anything and there are 3 calls waiting in it help desk, it won't rollover.

and, yes, you will want to check the age of call, agent availability stuff in a loop.

does that make sense? or am i still missing part of the picture?


Les Brown
Kelly Services, Inc.

 

[iptuser]

Les,

Thanks, I can see the issue with the checking the number of agents free -now working.
I`ve configured the script to have the script below in between and at the end of each play of the message though this works ok

play MESSAGE 1

if age of call > x sec and ldle agent count ( skillset- newchange) > call count IT Help Desk then if not out of service
queue to skillset newchange

else
queue to skillset IT Help Desk


Play message 2

if age of call > x sec and ldle agent count ( skillset- newchange) > call count IT Help Desk then if not out of service
queue to skillset newchange

else
queue to skillset IT Help Desk


I`ve was wondering if there was a "go to" statement so I can send the script to test the "Oldest call statement" and then return it to where the Go to statement and contiune on unitl the next "Go to " The execute/ section will work but it will just go back to the Section statement. I was told this is not possible the only way was to use loop counters so I can tell it to go back to a specfic place if the loop counter is x+ y- Have you came across something like this?


wayne

 

[brownlg]

yeah, you've got the right idea with looping, execute, and section. there is no go to statement.

Les Brown
Kelly Services, Inc.