Agents sitting idle while calls in que

[ayavauser]

Why would we have agents sitting idle and calls queued

VDNs using 1st found strategy

SPlits >

ACD? y
Queue? y
Vector? y
Group Type: ead-mia
Queue Limit: 100
skill y
_____________________________________________

Agents are skill based
Call Handling Preference: skill-level

noticed in most cases its Agents staffed and calls in que/splits and Agents are skill level 2 for that split
that are sitting some times idle > they are using skill levels 1 - 2 - 3 in different splits any way to force the call to an idle agent regardless of how many calls the agent had taken as i though the system kind of even the load for all agents so as the share the load of calls.
Is it becasue they are skilled at level 2 and the system
is waiting for a higher skill to pass on to agent if no calls are que to split that the agent is skileld at level 1
shouldn't the agent be passed the next longest call ??
a little confused as there is no ryme or reason why they sit idle with calls waiting.

regards



ayavauser

 

[definityandcmuk]

are the agents staffed with the correct skill? do a real time CMS or BCMS report

Also, what state are they in?

 

[ayavauser]

in Most cases I see they are skilled at level 2 when call sits there / they are auto-in and CMS shows as AVAIL
but I do see others also at skill 2 and get Calls. Is this
a kind of balance and check situation where the ACD does not want slam Agents with more calls then others kind of even the load so to speak

If you are skill 1 for a split and skill 2 for another split > the preference is skill 1 first if calls queued and then skill 2 if no calls queued in split xx ( skill 1)
correct this is the only really sore spot with calls not being handled some times / So CMS
shows an Agent as "AVAIL" in Queue/Agent status.
I have even done a " monitor " and seen calls sit in queue
and agents are showing as "Avail" in state.

keep im mind these agents are pretty much the same and login to 4 to 6 splits with different skills ( 1 - 2 - 3)
for different splits

thanks for the reply

ayavauser

 

[definityandcmuk]

could the calls be queuing to a skill that the available agents are not logged into?

 

[ayavauser]

They are setup as EAS so with one login they are logged to all the splits they need / if they missed a call in that split wouldn't it Aux them out just for that split and not
the others / they then would show up as "aux" and not available > would it be better to give them all the same skill levels.

routing based on skill and not greatest need

per the docs the explaination as follows

If an agent's call handling is by skill level , the agent receives the call that requires the skill for which skill level is the highest.

If an agent's call handling is by geatest need , the agent receives the highest priority oldest call waiting that requires any of the agent's skills.

Its is recommended that in any skill, all agents have the same call handling preference. This ensures the most consistant distribution of calls by either greatest need or
skill level.

regards



ayavauser

 

[avayawizz]

Hi,
The agents wont AUX out if you have Auto-Answer setup on their loginID. Another thing to remember is have the skill level set the same for all agents in the CMS.

Regards
Avayawizz

 

[SloTCMS30]

I have a question concerning the Auto-Answer myself... What are the differences between the "auto-answer: none" and "auto-answer = station"?

I have a lower percentage of my agents that have "auto-answer = station" set and I don't think that is it should be. Is there ever a reason you would mix them within the same team.

 

[rjblanch]

What version of CM are you running? We have noticed this as well and Avaya have informed us that there is an issue and that there is a PCN that has been released for this.

I would check to see if you are affected with this and ask Avaya to look into it. We had to load a patch and then go with a System Reset 4 which seems to have resolved the issue.

Good luck with this one as it took us about 3 weeks to convince them that this was an issue.

 

[ayavauser]

The agents wont AUX out if you have Auto-Answer setup on their loginID. Another thing to remember is have the skill level set the same for all agents in the CMS.

They are not set to auto-answer on the station form is there a benifit to setting auto-answer ? also if they forget to aux out after leaving a phone ( bathroom break ..etc ) is it best to have it log them automatically
and force them to aux in to get next caller > I imagine it might help if the agents had auto-answer turn on in the station form .

So in CMS make sure they are all the same skill levels
what about the agent login id form > have them all the same
as well ??

Thanks you for the reply as well

reagrds


ayavauser

 

[ayavauser]

rjblanch
What was your issue with CMS and what version of CM do you have / what was the patch # that resolved the trouble
I would love it to be a patch resolve as this would make me feel a whole lot better

reagrds

ayavauser

 

[rjblanch]

We had a patch number 12819 that was provided to us from Avaya. We have not noticed this issue since the load and the reboot.

I do not know if this was a specific load for us, but we had been notified of a PCN/PSN for this.

 

[ayavauser]

rjblanch
Thank you ....what was the actual problem that was resolved by said patch 12819 ....


"with great things come great expectations"

regards : )



ayavauser

 

[avayawizz]

They are not set to auto-answer on the station form is there a benifit to setting auto-answer ? also if they forget to aux out after leaving a phone ( bathroom break ..etc ) is it best to have it log them automatically
and force them to aux in to get next caller > I imagine it might help if the agents had auto-answer turn on in the station form

OK - There are real benefits to having auto-answer setup. Firstly, the call is offered to the agent without them wasting time to press auto-in to answer the call. I changed all my agents in the call centre to this and we average 5-6seconds to answer calls, compared to 10-15 seconds before (its stoppes them chatting during busy call periods). I would advice your call centre supervisor monitors agents in real-time as the danger is they go to lunch and their phone has answered 35 calls when there not there! We don't use aux reasons as it puts to much pressure on agents when auto-answer is activated.

You would be best to set the agentID the same also to stop any misconfiguration between agents and call flows.

Hope this helps!!
Regards,
Avayawizz

 

[rjblanch]

We dont really know what the problem was - still waiting for a report from Avaya. The unfortunate part of the problem is that we had to wait until Tier 4 told our local guys that there was actually an issue.

I will say that once we had this loaded, we have not seen this problem occur since.

 

[ayavauser]

In looking at my splits I see they are set up for EAD-MIA
instead of UCD-MIA wouldn't it be best to change to UCD-MIA
and get to any Agent available no matter the skill level.
Agents are skilled based rather then the simple greatest need which would just care about the longest Agent available no matter skill level.
We have some other splits that have no issue but thats because they handle far less calls and login into just 2 splits rather then these agents handle upwards of 6 splits
with different degrees of skill levels.
Would it benifit changing skill level to all 1 for said
Agents ? or is that just in CMS as I read the above reply
The way I understand it should look to the Highest available skilled Agent with longest idle time then look to
next lower skilled Agent with longest idle time and so on . I thought some where it took into account the Agent's total time on calls / idle time and kind of shared the load so to speak so it was possible An Agent with a longer handled calls times would be passed over for an Agent on a call with a total lower time ???


by the way thank you for all the posts

regards


ayavauser

 

[ayavauser]

Any thoughts on this - any better way to to route calls
if using UCD_MIA would go to the agent idle the longest
as we are set to 1st found in VDN - Splits are set to
UCD-MIA in whcih case it should route to highest available skill / agent if they are busy then route to next lower skill agent and so on / but I think this is where the trouble is some agents are getting slammed with calls while others with same skill 2 just sit idle ??

anyone else run into "available" agent with calls stacking

regards


ayavauser

 

[ayavauser]

rjblanch
What version are you running ? as I do not see that pacth listed was it a special build ?? as I see 12714 for CM 3.1.2


regards

ayavauser

 

[rjblanch]

Hi Avaya user, we are running CM3.0 and yes, unfortunately, it was a special build. We have had this thing patch so many times, I am starting to wonder if it was built by Microsoft.

I guess I can look on the bright side of all of this - at least it keeps me employed!

 

[qz01gs]

when was the cms server last rebooted.

???

 

[ayavauser]

rjblanch
Thanks - thats what I thought - as I checked all the patches I had and that did not ring a bell we are also at
CM3.0 build 340.3 patch 10678 this has not been upgraded since installed last Oct 2005 I know they have jumped to 3.0.1 , 3.1 , 3.1.1 , 3.1.2 as I have upgraded a ton of 2.x to 2.x and a few 2.x to 3.1.2 patch 12714.

I wonder if going to CM 3.1.2 patch 12714 will help maybe it has the bugs worked out from CM3.0 build 340.3

qz01gs
Not sure as I am actually not on site ( PBX was just rebooted last weekend - moved servers to different rack )
have you seen any issues with CMS and "avail" with calls stacking - they jave all IP Phones and I saw somethning about auto-ans and a system timer PSN 00272U in regards to calls going into rona and actually sit there and not pass to an available agent but they are not using auto-ans so that shoots that down I actually thought I was on to something as that would make real sense as its a hit or miss
with idle agents not getting call and being that its IP Phones Network latencey would make real sense as thats the only thing not constant . I have actually monitored the splits for a couple of hours at a time and have seen it process the calls the way it whould

Skill 1 Agents - then Skill 2 Agents , then Skill 3 Agents

thank you both very much - just chipping away at the mountin : )

regards

ayavauser