Viewing call distribution

[mmcalli]

We have an EAS sales skill which does a mix of inbound/outbound calls, where there are always significantly more available agents than calls.
I've got the group-type set to EAD-LOA.
I'd like to be able to have some view into the Q of agents--to verify that calls are getting distributed evenly--which in my book would be a ratio that is weighted based on
[inbound ACD calls]/[Total Available time].
I know Avaya's call-distribution formulas are secret but
I'd like to see who is likely to be receiving the next call based on his/her position in the available agent Q.
It's likely that CMS would give us more visability into this but we only have BCMS-Vu and it's not likely that managment will spring for the $80K-$150K CMS would likely cost for 60+ agents. Anybody have any thoughts or suggestions on this?

 

[Dawncastle]

Your query is a little confusing but here goes. With EAS there are several factors which influence call distribution and agent reception of calls one of the most confusing is top skill/top agent. This is the agents highest level, first administered skill. This is the call for which an agent "is most likey to receive a call" and that is the best explanation I can find about it. To avoid confusion generally, where possible, I make all agents have the same top skill as this can effect the outcome of the next received call. IE there are two agent available one has top skill 10 and the other top skill 20. A skill 10 call comes in and will go to the first agent even if agent 2 has a 'least available time' and the belief is agent 2 would receive the call. You do not mention if you have the agents set to preference level or greatest need, but you can avoid top skill scenario by setting agents to greatest need (I believe!).
CMS would give you a better picture of how well call distribution and agent reception is working, I do not use BCMSVu so cannot help on that side of things but there most be a report that shows agents ACD time etc. Which will let you know how well the spread is working.

Hope this helps

Dawn

 

[mmcalli]

Agent Call Handling Preference is "skill-level" with all sales agents having Top Skill=90(Direct Agent), Skill Level=1 and 2nd skill 20 (Sales Calls) also with Skill Level=1. The Group Type for the Inbound Sales Skill is set to EAD-loa(Expert Agent-Least Occupied).

There is a BCMS-Vu Agent report that shows [ACD Calls], which if I multiply by the supplied [Avg ACD Talk Time], should give me [Total ACD Talk Time], RIGHT?
The same report shows [Total Available time].
I'm figuring that if I divide my calculated [Total ACD Talk Time] by [Total Available time], that will give me a percentage (or ratio) of ACD time per available logged in minute. My assumption is that when these ratio's are close that the system is distributing the inbound calls fairly--when "fairly" is defined as the number of minutes spent on ACD calls as compared to the ammount of time someone was ready and waiting to do so.

Anybody have any observations or critique of this line of thinking? Please share!