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?!

 

[Ariadne]

Here is Vector 9:

Number: 9 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
02 goto step 24 if time-of-day is all 23:00 to all 07:00
03 goto step 24 if time-of-day is sat 07:00 to sat 09:00
04 goto step 8 if time-of-day is sat 09:00 to sat 17:00
05 goto step 24 if time-of-day is sat 17:00 to mon 07:00
06 goto step 27 if holiday in table 1
07 announcement 25205
08 collect 5 digits after announcement 25213 for none
09 goto step 16 if digits = 1
10 goto step 15 if digits = ?
11 goto step 16 if digits = none
12 goto step 8 if digits = #
13 route-to digits with coverage y
14 stop
15 announcement 25223
16 goto step 24 if staffed-agents in skill 17 < 1
17 queue-to skill 17 pri h
18 announcement 25215
19 wait-time 30 secs hearing music
20 announcement 25217
21 wait-time 30 secs hearing music
22 goto step 20 if unconditionally
23 stop
24 collect 5 digits after announcement 25227 for none
25 route-to digits with coverage y
26 stop
27 collect 5 digits after announcement 25231 for none
28 route-to digits with coverage y
29 stop

 

[RGarcia87]

Have you checked your "queue length" in the hunt group form? I'm thinking this may be the issue. I can't think of anything else.

 

[Ariadne]

Wouldn't callers just hear a busy signal if the queue length was not set high enough? Here is a copy of the hunt group form. I didn't see the queue length field.

HUNT GROUP

Group Number: 10 ACD? y
Group Name: ENG 10 Queue? y
Group Extension: 25116 Vector? y
Group Type: ead-loa
TN: 1
COR: 1 MM Early Answer? n
Security Code:
ISDN Caller Display:


Calls Warning Threshold: Port:
Time Warning Threshold: Port:
Skill? y Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: both
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec): 600 ** Yes, I know… 10 minutes of ACW work time…


Redirect on No Answer (rings): 3
Redirect to VDN: 57421
Forced Entry of Stroke Counts or Call Work Codes? N

Message Center: none


LWC Reception: none
AUDIX Name:

 

[RGarcia87]

No, they will not hear a busy. They will be placed in a loop pretty much. The "queue length" field should be right after "ISDN Caller Display".

 

[Ariadne]

We just upgraded our S8700 to version 9... The field length is no longer there for queue length.

 

[RGarcia87]

Try changing "Group Type" to "ead-mia" in the hunt group form. I can't think of anything else. "ead-mia" is what we use.

 

[Ariadne]

The problem with using EAD-MIA is that it sends calls to the most idle agent, and not necessarily the least occupied agent. We want to balance out the calls and be fair to all the agents...

 

[RGarcia87]

I understand. I was just curious to see what it would do. Do you have other skills? Are they having this trouble? How long do they still in queue before getting answered by the agent?

 

[ReallyRotten]

In my experience with dual skilling agents, I have seen situations where there are calls waiting and idle agents who could take the call.

Here is how it was explained to me: If you have two reps with skill A and skill B and say rep 1 takes many calls in skill A and not so many in skill B and rep 2 takes an equal amount of calls in both skills but for whatever reason handles the calls more quickly. If rep 2 is idle longer than rep 1, and a call comes in for skill B, rep 1 will get the call first (even though rep 2 has been waiting longer) because the switch recognizes that rep 1 has not taken very many calls in skill B and tries to "even it out" so to speak.

We are using UCD-MIA along with dual and triple skilling our agents. If you peruse historical reports in CMS you will see that over a day or week, the calls received by agents in each skill do even out. It will never be 50-50 but it'll be close.

Hope this helps.

 

[Ariadne]

Thanks Really Rotten. I think you've hit the nail on the head. I appreciated everyone's assistance in this one. All the technical stuff was bang on, it was the way EAD-LOA is calculated that was making it pause.

Thanks!!!