If a call is queued to two skills will call history statistics appear for both skills or just for the one it was answered in. If the caller abandoned does this show up in both split reports? We want to provide better service for the customer but we also have to be careful with the statistics as well and I think placing a call in two queues may cause confusion. Does someone know about this?
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Call placed in two queues 2
- Thread starter Scott99
- Start date
OK,
a bit rusty on the subject but if recall correctly,
you cannot queu to multiple queue's at the same time.
You can queue it to one and do a 'check backup' though.
In that case the call is only actually queued in one place but the system pulls it and requeues it to the other queue,
in case it can be handled there.
In that case the call would peg under the Q it terminated in.
The situation with double pegs on the skill should not occur then as it get's de-que'ed from the first.
Another way to do this is assign an agent to multiple Q's, and the call would get treatment in it's original one allways.
If you have doubts about any of these kind of situations;test, test and test again.
Just set up a small skill with 2 or 3 phone sets, with the same parameters as your live situation, emulate live situations and log the results.
Hope this helps,
Rob
a bit rusty on the subject but if recall correctly,
you cannot queu to multiple queue's at the same time.
You can queue it to one and do a 'check backup' though.
In that case the call is only actually queued in one place but the system pulls it and requeues it to the other queue,
in case it can be handled there.
In that case the call would peg under the Q it terminated in.
The situation with double pegs on the skill should not occur then as it get's de-que'ed from the first.
Another way to do this is assign an agent to multiple Q's, and the call would get treatment in it's original one allways.
If you have doubts about any of these kind of situations;test, test and test again.
Just set up a small skill with 2 or 3 phone sets, with the same parameters as your live situation, emulate live situations and log the results.
Hope this helps,
Rob
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We are currently doing this - we queue the call to the primary skill and then also queue to a secondary skill after 18 seconds. For figures on abandons, etc., I look at either the Vector Report or the VDN Call Profile Report. I also check the Agent Group Summery Report for the grand total of ACD Calls answered. This can become confusing for the end user because they can either over- or under-count their real call volume.
Susan
Under certain circumstances, profanity provides a relief denied even to prayer. - Mark Twain
Susan
Under certain circumstances, profanity provides a relief denied even to prayer. - Mark Twain
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