direct agent skill 1

[g3si]

When creating new agents in my g3si v7.1, I notice the direct agent field on the form. I normally leave this blank, but I noticed that team leads are using the agent administration in centervu supervisor to change this to what they would consider their primary skill. What can you tell me about this field (option) and what does it mean if I leave it blank?

Also, what are your thoughts on callers getting dropped after they are queued (which I can verify by list trace or observing calls in que in cms)? Could it be the agents themselves not actually hitting the manual in button properly on the callmaster III and IV and the call drops? We are not currently using auto-in by the call center's choice, though I have recommended it.

 

[europe]

If you put a skill in the direct agent field the call that will be queued for the diect agent call will use a queue time slot of that huntgroup. Otherwise it will the call queuing for a direct agent call will 'eat' up a queue slot of the primary skill for the agent.

Most times it is wise to create a spare skill with enough queue slots for direct agent calls.

What do you mean calls drop, does the definikty drop them or are people just abandoning?

Allways check the queue field on the huntgroup, id this field is set to 10 and you have 10 calls in queue the 11th caller can not be queued and will be in vectoring forever. Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[RGarcia87]

We just had a problem resolved with calls dropping. It turned out to be a Sprint issue. If you have calls coming in through a toll free number you might want to consider calling your carrier. What was happening (if no calls were in queue) the agent would get the call and it would drop as soon as it was answered. If calls were in queue the calls would drop during the music. I was able to witness these disconnects through monitoring the VDN.

 

[jimbojimbo]

The direct agent skill was intended to register calls that are directed at the agents extension number. In some scenarios (ie callback) an agent is assigned a DID extension which the customer can call. By assigning a "phantom" skill for direct agent you can obtain data on the directed calls that would otherwise not be monitored as they don't pass through a hunt group. Very handy when forcasting FTE's. James Middleton
ACSCI/ACSCD/MCSE
Xeta Technologies
jim.middleton@xeta.com