Conflict between RONA and announcing position in Queue 1

[rejackson]

My first call center. I have it working where it announces the queue position. Problem is when the call is sent to an agent and it is not answered. RONA sends the call back to the queue at high priority. while the call was ringing on the negligent agent's phone other callers in the queue may have heard a message that indicated they moved up in the queue. Then the next cycle they hear they have been pushed back one position.

Is there some way to hold a queue position until the call is actually answered instead of taking them out then pushing them back in at high priority?

 

[rejackson]

Bump

Has anyone had to deal with this? Caller will hear they are second, then first, then second again if a caller pops off the queue and is sent to an agent but RONA sends them back. Dealing with poor agents is not my job. Programmers don't blame people for being human, they program to handle human error. Is this just an accepted problem in ACD?

Same thing happens if I want to send callers to another skill when the queue for the 1st skill is too large. If skill 2 goes to RONA and back to skill 1 other callers hear they have moved back by one.

 

[Stinney]

How are you determining the number in queue? What method?

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[rejackson]

Thanks for the response.

I am using the interflow-qpos. It seems accurate until the RONA failure. Actually it still is accurate after RONA. The problem I see is PO'd callers if they hear they have moved back in the queue.

 

[joe2938]

then on the rona do not send it back into the queue as a high priority so positions should stay the same

 

[rejackson]

RONA automatically sends it back high priority. If a VDN is used to override that then the caller who waited, and heard the phone ring, will suddenly be at the back of the queue.

 

[joe2938]

are you sure about that for a fact

 

[Stinney]

Yes, even without a VDN it requeues at a higher priority. From Avaya ACD documentation:

RONA detailed description

When RONA is invoked for a call, the system:

● Places an agent in AUX work mode, and thus unavailable to receive calls from other splits/
skills. In an AAS, the agent is logged out.
● Redirects split or skill calls back to the split or skill or administered VDN. Redirected calls
are requeued at the highest priority so that they are distributed before any other split or
skill calls.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[joe2938]

good to know, thanks for this info!

 

[Stinney]

You could lie and reprogram your vector to only count the


- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[Stinney]

Sorry about that, my PC had a seizure of some sort and posted before I was done and then I realized what I was going to write was wrong.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[Stinney]

Okay, this is the only way I can think of and it's ugly and you basically will lie to your customer.

I haven't done it all out in a vector but here is the concept, not sure if it can be done right, but it's a thought to start with.

Create a couple of variables, 1 for the qpos and 1 for calls in queue at h or t priority.

Use the variable to announce the callers position by subtracting the calls in queue at h or t priority from the total qpos.

Basically you're lying by not including the h or t priority callers, but it would do what you want.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius