Issue with ACD calls? 1

[schupp]

Tell me if anyone has had this issue before.

Caller stuck in the que with agents available for several minutes.
About every 10-12 callers go to que and never get routed to the agent. Any Ideas?
This is a screen shot of the vector.

Number: 120
Name: CS Loan Camp
Attendant Vectoring? n
Lock? n
Basic? y EAS? y
G3V4 Enhanced? y
ANI/II-Digits? y
ASAI Routing? n
Prompting? y LAI? n
G3V4 Adv Route? y
CINFO? y BSR? n
Holidays? n

01 wait-time 0 secs hearing silence
02 goto step 30 if time-of-day is all 17:30 to all 07:30
03 goto step 30 if time-of-day is sat 07:30 to sat 09:00
04 goto step 30 if time-of-day is sat 13:00 to mon 07:30
05 goto step 32 if staffed-agents in skill 98 > 0
06 goto step 32 if staffed-agents in skill 99 > 0
07
08
09 announcement 69009
10 queue-to skill 72 pri m
11 wait-time 35 secs hearing 69023 then music
12 wait-time 45 secs hearing 69024 then music
13 goto step 12 if unconditionally
14 stop
15 wait-time 25 secs hearing 69075 then music
16 goto step 15 if unconditionally
17 stop
18
19
20
21
22
23
24
25
26
27
28
29
30 route-to number 61058 with cov y if unconditionally
31 stop
32 disconnect after announcement 69000

 

[phonepd]

What is the queue size for skill 72?

Lets say you have a queue size of 20 and there is already 20 callers in that queue, the 21st caller does not queue up. They just listen to the announcements and music until they get tired and hang up.

You can put steps in the vector to give an announcement or a busy signal like if the queue is already full.

 

[FoneFun]

Do you have centrevu supervisor so you can see that you are actually getting these callers in the queue?

I've also had it happen before where we used queue to 1st and the VDN has the skill, but the VDN step before had ALLOW VDN OVERRIDE set to No.

 

[nknook]

I agree with phonepd, it looks like your huntgroup/skill queue is set lower than the value you check in the vector.

Cheers,
Nico

 

[nknook]

Err, you don't check the queue at all, I see now.
You really should.
Enter somthing like this:
07 goto step 28 if calls-queued in skill 72 is > [value of your skill-queue]
--
28 disconnect after announcement [sorry, we don't feel like answering your call, try again later(or something like this)]
29 stop
...
...
Ahhrg, why not, here's how I should program the vector (based on what I know about the situation, which isn't much) :

01 wait-time 0 secs hearing silence
02 goto step 14 if time-of-day is all 17:30 to all 07:30
03 goto step 14 if time-of-day is sat 07:30 to sat 09:00
04 goto step 14 if time-of-day is sat 13:00 to mon 07:30
05 goto step 16 if staffed-agents in skill 98 > 0 (holiday?)
06 goto step 16 if staffed-agents in skill 99 > 0 (holiday?)
07 goto step 18 if calls-queued in skill 72 >= 20 (remember to set the max queue in skill 72 to 20!)
08 announcement 69009
09 queue-to skill 72 pri m
10 wait-time 35 secs hearing 69023 then music
11 wait-time 45 secs hearing 69024 then music
12 goto step 11 if unconditionally
13 stop
14 route-to number 61058 with cov y if unconditionally
15 stop
16 disconnect after announcement 69000
17 stop
18 disconnect after announcement xxxxx (new)
19 stop

I deleted lines 15-17 from your original vector, nobody was ever gonna get there anyway.

Cheers,
Nico

 

[schupp]

I have 23 agents on this skill and I was always told to double that amount for que size so my que is 50. Steps 5 & 6 are emergency skills.

I will change this vector the way you suggest.


Thanx all for the input.

 

[nknook]

That's ok, 20 was just a number I made up (or actually, phonepd made it up I guess).

One thing to take into consideration is that it's not much use to set the queue to 50 if f.i. you only have 2 incoming T1's. One of the main reasons to set a limit on the # of calls queable, is to prevent your lines from getting occupied with people who are just waiting in queue's.

For example if you have 2 ACD groups, one for service and one for sales, you wouldn't want people calling the support number to wait half an hour (apart from the SLA's you will break) occupying the line, while some other customer calling the sales group to actually buy something gets a busy tone.

Of course if this happens a lot, you should either get more agents and lines, or find a smarter solution to the problem, but if configured correctly you would at least be able to measure things, and take action if needed.

I'll stop now , sorry if I told you things you already know.

Cheers,
Nico