ACD Statistics 1

[AndyJUK]

Heres an interesting one.

In my call centres, I can have 2 agents available, but still get calls waiting. can anyone shed some light on this? how can it have calls waiting if there are agents available and ready to answer???

 

[Ronster]

Are you sure the calls waiting are coming into a skill that the agents available are skilled for?

Where are you seeing the calls waiting?

Ronster

Science is the rehab of the masses.

 

[AndyJUK]

if i go "mon bcms sk 1"

it will give me all the info for the skill.

I then have Available: 2 (or however many available)
and also Calls Waiting: x (mostly 0 but at times will go to 1 when agents avail)

also had a wierd one the other day, agents available, but a call got stuck in waiting for about 6 minutes

 

[Ronster]

mon bcms sk 1" will just give you a snapshot of what is happening when you hit enter. The calls are only waiting for a fraction of a second when there are agents available.

There is often reports of phantom calls that get stuck in the queue. Sometimes calls don't get queued properly. The best way to avoid this is to keep the queueing step in the loop:

03 queue-to skill 1st pri h
04 wait-time 30 secs hearing music
05 announcement 12345
06 goto step 3 if unconditionally

This will not generate 2,3,4... calls in the queue. The call is only queued once per skill.

Ronster

Science is the rehab of the masses.

 

[AndyJUK]

i have found mon bcms sk 1 to show a realtime (well updated every 10 seconds) view of what is happening in the skill.

We do have a queueing step in the loop, and believe it or not, it was not a phantom call, I listened to the call recording from it, all they got was a rining tone despite the fact we have hold music set up.

Cheers for the response so far.

AJ

 

[Ronster]

You are right. The monitor bcms does update, but it is still a snapshot every 10 secs (mine seems more like 30 secs). I also get the odd call-waiting even though there are >20 available agents.

You say it was NOT a phantom call as you recorded it and it was ringing out. I suppose it depends on your definition of phantom call.

Can you post your queueing vector? Does it have a ringing step that maybe the call was stuck at?




Ronster

Science is the rehab of the masses.

 

[AndyJUK]

01 wait-time 2 secs hearing ringback
02 queue-to split 2 pri m
03 wait-time 10 secs hearing ringback
04 announcement 6004
05 wait-time 10 secs hearing music
06 collect 1 digits after announcement 6005
07 route-to number 6293 with cov y if digit = 1
08 goto step 5 if unconditionally
09 stop

 

[Ronster]

I am guessing that announcement 6005 says something like: "If you want to stay in the Q hold on, or press 1 to leave a voicemail"?

I would change the vector to look like this:

01 wait-time 2 secs hearing ringback
02 queue-to split 2 pri m
03 wait-time 10 secs hearing ringback
04 announcement 6004
05 wait-time 10 secs hearing music
NN queue-to split 2 pri m
06 collect 1 digits after announcement 6005
07 route-to number 6293 with cov y if digit = 1
08 goto step 5 if unconditionally
09 stop

The new step (NN) will give the call a second (3rd, 4th...) chance to hit the queue.

As for the "phantom ringing call", maybe the caller hungup but the PBX didn't drop the call correctly. I doubt the caller would've hung on for 6mins with just ringing.

Ronster

Science is the rehab of the masses.

 

[inerguard]

If you use MON BC SK command continuously hit the F6 button to force a refresh, this can effectively give you real-time updates down to about 1 second rather than 10 seconds refresh. Do this before deciding if you have a call waiting with available agents.

You sometimes get supervisors saying the same thing when they look at VU-Stats on the phone. They tyhink a call is waiting, but it was waiting 10 seconds ago!!!

Buy CMS and you get refresh down to 3 seconds!!!

 

[simreal]

I have seen this issue before. in my case the problem was I had a failed media resource board in the port network the trunks were terminated in. So as soon as my DSP resource requirement maxed available resources all subsiquent calls would que even if agents were available. As soon as an agent released a call/DSP resource then another call would come in.


Verify your MedPro/MedRes boards are working properly and that you're not exceeding available DSP resources in the port network the calls are comming into.

This is all assuming you're using IP phones.