Vectoring for weekend coverage

[4Riel]

Afternoon all,

I need help writing a vector for weekend coverage in a call center with ONLY one person. I know how to write a "time of day" situation, but I am not sure how to route the call if the one person working the weekend coverage steps away from his/her desk. I would like a call to look at time of day, if Sat, queue to the skill if they are available, if not, go to night menu.

Please advise.

Thanks as always.

Mike

 

[telcomwork]

It would be best to post your current logic and then I could make a recommendation ...

if that's not possible maybe this will give you some ideas...

Here's just one of many options assuming you have other programming in place to handle other time of day varaibles and resources...

I'm just starting at step 1 to try to keep it simple but you should put this in the step that's applicable...

Vec x

01 Other pieces of logic...
02 goto step 3 if time-of-day is sat xx:xx to sat xx:xx
03 goto step 8 if available-agents in skill x < 1
04 queue to skill x
05 wait x seconds hearing music
06 goto step 1 if unconditional
07 stop
08 goto vec x (night menu)

 

[4Riel]

Here is my current logic. Step 5 is where I am messing up. No matter what, it will go to vector 43 will queue to the weekend cover. What I would like it to do is, only go there if I have an available agent. Thanks Telco for the good advice to post logic

01 wait-time 2 secs hearing ringback
02 goto vector 40 if holiday in table 1
03 goto step 14 if time-of-day is all 18:00 to all 06:59
04 goto step 14 if time-of-day is fri 18:00 to mon 06:59
05 goto vector 43 if time-of-day is sat 07:00 to sat 17:59
06 goto step 12 if staffed-agents in skill 93 > 0
07 collect 1 digits after announcement 1864
08 route-to number 1805 with cov y if digit = 1
09 route-to number 1803 with cov y if digit = 2
10 goto step 7 if unconditionally
11 stop
12 disconnect after announcement 1853
13 stop
14 route-to number 1806 with cov n if unconditionally
15 stop

 

[telcomwork]

You have staffed, make it "avaliable-agent" instead "Staffed-Agent" and make sure they go in aux work if they leave their desk.

This should fix it...

If not let me know...

 

[defjon]

close...but need to put step 5 as 'goto vector 43 if available-agents in skill 93 > 0'?

Currently it will never make that check during the day on saturday as it just goes to 43 first, no matter what.

Then you can just have you auto-attendant under that & it will be hit only if no-one available.

Hope this helps

 

[defjon]

in fact, isn't step 4 just sending it straight to step 14 over the weekend before it goes any further?

 

[1a22ip]

Defjon is correct. Once the date check is satisfied step 5 will not be checked. Put the Saturday day check first. Then the week day followed by the weekend. Then make vector 43 check for available agents.

Hope this makes sense
ED



1a2 to ip I seen it all