stubborne

CM 1.3 ACD ver 11.1 - CMS Advocate, other bells and stuff I know nothing about..

Need some ACD expertise here! We have a main queue that the business folks would like to alter a bit. Mainly, they want to provide some legacy customers a little less customer service than they are used to. These folks are geographically located and we use ATT TFN to deliver the call, so I can single them out fairly easily. I have a couple of options?

Low priority queuing. I can create a new vector to queue these folks at low priority. What are the parameters surrounding this scenario and are the low priority callers guaranteed a chance at an agent if we have a large volume of queued calls (med priority). Are there timers involved that would boost the priority of the caller?

New skill. Create a new skill and apply to the agentID at a lower SL. Sounds like I would have more control over the answering of calls using this method.

I think the bosses are more interested in just a single skill with priority queuing. With that said, we want to ensure that they get answered. Any insight would be appreciated, thx..

Oh yeah, I've located the manual for what it's worth.

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Stu

PBXBear

If you have Advocate, I'd suggest one queue. Create a set of vectors to process the "legacy" calls at a lower priority and you can maybe set up reserve agents for the skill. That way if the skill gets overloaded, the reserve agents will activate help off-load and your lower priority callers won't be in never-never land.

Additionally, you could play with the service objective on the hunt group / skill. If you set it to answer 85% of calls within X seconds that's for the entire skill - all priorities. Then you can take a look at your CMS reports a bit and determine how the skill set in doing with all priorities within the objective.

Another option is to queue it lower and then use the check skill on the higher (normal) priority to see if a conditional you'd prefer would allow you to mix the call in with the others or even a different skill (maybe a backup skill).

For example:

01 check skill 5 pri m if expected-wait < 30

This will queue the call to skill 5 at medium priority if the expected-wait time is less then 30 seconds.

So, keep the call queued at low priority for x period of time with music on-hold or whatever, then after a period that you or your business has determined is far too long for a low priority call to be waiting you can use a check to either raise the priority or queue it to another skill.

It all depends on your SLA or Business Objectives and at what point is it too long in queue. You do have a lot of options though

-Chris.

PBXtech.info

 

stubborne

Thx Chris, that's good info. The "check skill" step was what I was missing and seems to fill the need (meethinks).


I love testing.

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Stu

PBXBear

Ahhh the elusive check command. Few remember it, few can flourish in all that it offers. (insert horrible french accent here)

Just remember you can only queue a call three times.

Have fun... need further assistance:

cjlarkin at mac dot com