Calls Waiting despite Available Agents 1

[Ariadne]

The Environment:
I have two skills:
10 Cust Serv English
11 Cust Serv French

The skill(s) are configured as EAD-LOA. Within the vector, skill 10 has a priority level of Medium, while skill 11 has a priority level of High.

The skills are setup on the bilingual agent side as:
sn 11 sl 1
sn 10 sl 2

If an english call was waiting for 30 seconds and a french call were to come into the call centre, and there was only a french agent available, the french call would be answered first.

The Issue
I have a situation where there are available agents to take calls (both english and bilingual agents), yet calls are still waiting in queue before they are transferred to an available agent.

I am not sure why this would be. The team in question is strictly monitored for service level and they are extremely concerned about why their queue light comes on on their phone, they are available, but the call isn't coming through to them.

Any ideas?!

 

[orypecos]

If u have a forced annoucement before the call is routed then I believe that the cue light can come on before the call is routed. I have also seen where it takes the system awhile to update the cue lights. I.E. , A cue light can be lite, but no call being there, cuz the call is currently being routed to a agent.

Da-vi'do

P.S. For the best response to a question, please read FAQ222-2244. Also give the type & version of your voice mail & pbx system & preview your post to make sure it is complete & understandable. Be aware that if u don't answer a question, I usually will not continue to help u. Please leave a post on how u fixed the problem too.

 

[RGarcia87]

Are the agents setup for "Auto-In" or do the calls ring to the agent and they have to manually answer it? If it's setup to ring this may be the cause. The call may get to an agent but the call will remain in queue unless they answer it.

 

[Ariadne]

There isn't an announcement before it queues. here is a copy of the vector (without time of day routing):

16 announcement 25222
17 goto step 26 if staffed-agents in skill 10 < 1
18 queue-to skill 10 pri m
19 announcement 25214 **please hold mesg**
20 wait-time 30 secs hearing music
21 announcement 25216 **extended hold time mesg**
22 wait-time 30 secs hearing music
23 goto step 21 if unconditionally
24 stop
25

The french side looks identical, with the exception of line 18, which has the skill set to pri h

 

[Ariadne]

The agents are setup as Auto-Answer. My apologies for not including that sooner. Thanks to everyone for reading this and offering suggestions..

 

[RGarcia87]

Verify in the switch in the "agent" form if "auto-answer" is set to "none". If it is this will cause the agents phone to ring and a call showing in queue. It will remain in queue until the agent hits there call appearance button to answer it.

 

[RGarcia87]

Are you monitoring the skill or VDN?

 

[Ariadne]

Two answers for two questions:

1. I checked all associated extensions, and the option was set to auto-answer for all ACD calls

2. We are monitoring the skill. The manager noticed that his queue light on the phone was coming on, but in real time reporting on CMS (he has a 3 second refresh rate), he sees calls waiting, but has anywhere from 3-7 available agents in both the english and french queues.

The report he is running is:

Real time--> Split/Skill --> Top Agent Status

Calls waiting: 1
Agents available: 5

 

[TykeUK]

Can you post the rest of the Vector.... It does look as though there is an announcement before the calls queue....

16 announcement 25222
17 goto step 26 if staffed-agents in skill 10 < 1
18 queue-to skill 10 pri m
19 announcement 25214 **please hold mesg**
20 wait-time 30 secs hearing music
21 announcement 25216 **extended hold time mesg**
22 wait-time 30 secs hearing music
23 goto step 21 if unconditionally
24 stop
25

Also in our agent forms Auto Answer is set to "station".

Another point - have you tried looking at a normal split/skill report? Maybe the "Split/Skill report?

Try placing a test calls and do "list trace Vector xx" and see what happens to the call.

 

[Definity]

Few things,
- Do you have DAC (direct agent calling) enables & people calling DAC to access agents? If yes, the call would show waiting for the skill & would wait for the agent to become availeble if he/she is on call.
- When the Manager noticed this happening on the floor he mentioned agent avail as 5 but how many agents were on ringing.?
- do you have the call record table data for the calls which are talked about here? may e that would give you a light?

 

[langl3y]

Do you have Advocate? If so, it may be making a decision that, based on EWT of the French calls, it will still be answered in service level, which leaves the English people available if one of their calls come in.

Alternatively, a call will show as waiting and agents available when you have manual answer. Once the ACD selects an Agent, the call will show as waiting until the Agent picks up the phone.

Hope it helps

Luke

 

[Ariadne]

Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y
01 goto vector 301 if staffed-agents in skill 204 >= 1 **DR Routing
02 goto step 26 if time-of-day is all 23:00 to all 07:00
03 goto step 26 if time-of-day is sat 07:00 to sat 09:00
04 goto step 26 if time-of-day is sat 17:00 to mon 07:00
05 goto step 30 if holiday in table 1
06 collect 1 digits after announcement 25204 for none
07 goto step 9 if digits = 1 **ENglish
08 goto vector 9 if digits = 2 **French
09 collect 5 digits after announcement 25212 for none
10 goto step 17 if digits = 1 **Queue to agent
11 goto step 16 if digits = ?
12 goto step 9 if digits = #
13 goto step 16 if digits = none
14 route-to digits with coverage y **Enter a 5 digit ext.
15 stop
16 announcement 25222 **Invalid selection, route to agent mesg
17 goto step 26 if staffed-agents in skill 10 < 1
18 queue-to skill 10 pri m
19 announcement 25214 **Hold Mesg
20 wait-time 30 secs hearing music
21 announcement 25216 **Extended Hold Mesg
22 wait-time 30 secs hearing music
23 goto step 21 if unconditionally
24 stop
25
26 collect 5 digits after announcement 25226 for none **Closed
27 route-to digits with coverage y
28 disconnect after announcement none
29 stop
30 collect 5 digits after announcement 25230 for none **Closed
31 route-to digits with coverage y
32 disconnect after announcement none

 

[Ariadne]

We don’t have DAC. All calls are queued before going to an agent. They are generic and everyone can answer all questions asked in this queue.

No agents were ringing when he noticed 5 agents available and 1 call in the queue for 5-10 seconds.

Unfortunately we don’t have CDR. Is a call record table in the PBX? I’ve not heard of this feature.

We don’t have Advocate at this point in time. I am not using EWT either as a part of the vector design.

Everything is set to auto-answer- agents hear a tone in their ear and the call is directly connected.

 

[RGarcia87]

Can you post vector 9 for French?

 

[tsturg]

Hi Ariadne. On the master VDN, is the Allow VDN Override? yes or no? If this is set to no, set it to yes and try.

 

[dufus2506]

This may be a little obvious, but, do all of your bilingual agents have both skills in their agent login ID?

Also, unless I'm mistaken, your vector shows that the callers can enter an extension or, presumably, and agent login ID.

If they enter an agent login ID the call will queue for the specific agent, (not the skill group) and I believe it will show as a TOP call waiting in CMS.

I don't think that your assumption that calls are queued to the skill group before going to an agent is correct.

Carpe dialem! (Seize the line!)

 

[Ariadne]

All the bilingual agents have both the english and the french skill, but the french skill has a level of 1, whereas the english skill has a level of 2.

There is an option to enter an extension, but this is because the vector also has to act as an auto-attendant at the present time.

Customers don't know particular agent IDs, and to be honest, the agents here aren't the brightest. They haven't figured out that someone could call them by entering their agent ID. If they did get direct to agent ID calls, it would show up in reporting and it doesn't.

 

[telcomnewbie]

Make sure there is not a timed after call work "Timed ACW Interval" programmed on page 2 of the hunt group for for either of the skills.

If it is programmed, the only way for an available agent to get a call for that skill prior to that ACW interval would be for them to manually press Auto In. You can remove that time and they will receive calls if they are available. Agents can put themselves in ACW manually if needed.

Hope this helps!
Karen
ccdesigner

 

[Ariadne]

Number: 8 Name:
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y
01 goto vector 301 if staffed-agents in skill 204 >= 1 **Meeting agent
02 goto step 26 if time-of-day is all 23:00 to all 07:00
03 goto step 26 if time-of-day is sat 07:00 to sat 09:00
04 goto step 26 if time-of-day is sat 17:00 to mon 07:00
05 goto step 30 if holiday in table 1
06 collect 1 digits after announcement 25204 for none **Press 1 for Eng, 2 for Fr
07 goto step 9 if digits = 1
08 goto vector 9 if digits = 2
09 collect 5 digits after announcement 25212 for none

**Press 1 to speak with an agent or enter a 5 digit extension number

10 goto step 17 if digits = 1
11 goto step 16 if digits = ?
12 goto step 9 if digits = #
13 goto step 16 if digits = none
14 route-to digits with coverage y
15 stop
16 announcement 25222
17 goto step 26 if staffed-agents in skill 10 < 1
18 queue-to skill 10 pri m
19 announcement 25214
20 wait-time 30 secs hearing music
21 announcement 25216
22 wait-time 30 secs hearing music
23 goto step 21 if unconditionally
24 stop
25
26 collect 5 digits after announcement 25226 for none **Closed
27 route-to digits with coverage y
28 disconnect after announcement none
29 stop
30 collect 5 digits after announcement 25230 for none **Holiday Closed
31 route-to digits with coverage y
32 disconnect after announcement none

 

[Ariadne]

They do have after call work time programmed in, but the agents are in an available state in CMS when the supervisor sees calls waiting and multiple agents available to take a call. I would think that a real time CMS report wouldn't show an agent available if they were still in ACW would it?