Vu Stat - see if agents in a skill are ready to take a call 3

[wildcard100001]

Vu Stat - see if agents in a skill are ready to take a call from a warm transer.

Can I program a vu stat button to do this? If so how?

Basically, a skill is warm transfering to a different skill, the program wants to have the agent look ahead to see if the warm transfer will get to an agent without queuing. So the agent would push the Vu Stat and see if the skill has available agents then make the transfer if the warm transfer will get to an agent.

I realize we could use CMS, however we can't load CMS on each agents desktop.

Any help would be great.

Thanks,

Wildcard

 

[SF0751]

Yes, but you'll need a VuStat button for each skill you need to check on.

cha vu X
[tt] VUSTATS DISPLAY FORMAT

Format Number: 6 Object Type: split
Next Format Number: none Update Interval: 10
Data Field Character: $
Number of Intervals:

Format Description: Avail Loan Reps:$$$

Data Type Format Period Threshold
1: agents-available
[/tt]

cha stat XXXX
[tt]FEATURE BUTTON ASSIGNMENTS

23: vu-display Fmt: 6 ID: 10[/tt]


Susan
"Few things are harder to put up with than the annoyance of a good example." - Mark Twain, Pudd'nhead Wilson (1894)

 

[wildcard100001]

Thanks Susan.

So the "ID: " is the particular skill?

Thanks again,

Wildcard

 

[SF0751]

Yes, that's correct. The ID field can actually be a split/skill, trunk group number, agent ID, VDN extension, depending on what you need for that VuStats button.

Susan
"Few things are harder to put up with than the annoyance of a good example." - Mark Twain, Pudd'nhead Wilson (1894)

 

[wildcard100001]

Susan,

Many thanks, last question. If I leave the ID blank, when the button is pushed would it prompt for a skill? then on the vu stat programming I could just program Avail Reps $$$

Thanks,

Wildcard

 

[SF0751]

I tried that, and it didn't work for me.

Susan
"Few things are harder to put up with than the annoyance of a good example." - Mark Twain, Pudd'nhead Wilson (1894)

 

[telcomnewbie]

You still run the risk of having another call come in to them before you can complete your transfer of the call. We got our agents to start using their Lotus Notes Instant Messaging feature (Sametime) to send one another a message that they have a call for them and check to see if they're available. They love it! If the agent is available, they will transfer to the agent's login ID. If they are on a call, they will park the call and send a "sametime" note to the agent with the parked extension# so they can pick-up the call when they finish.

Putting every agent into their own skill just to see if they are on the phone is going to be an administrative nightmare for you every time someone leaves.

 

[wildcard100001]

Thanks ccdesigner, great idea. I'll pass it along and see if they powers at be are interested.

Each phone is going to be setup the same. So it shouldn't to big of a hassle. You are correct though, somebody might beat them to the agent. IMing would work though there is going to be 100 or so agents with 15 different special skills with a Tier 1 skill group taking the calls first.

Any other ideas? Anybody? Would a wall board display this information? All 15 skills? Weird request on the programs part. They insist when performing warm transfers that an agent get the call and no queuing takes place.

Thanks,

Wildcard

 

[dufus2506]

Since you have to place a call on hold to make the transfer happen in the first place, why not have the transfering agent wait for an answer with the caller.

All you would have to do is use the conference button (rather than the transfer button).

Agent presses conference, dials the lead VDN to a skill, presses conference again. The transfering agent can introduce the caller to the next agent, or wait in queue with the caller until the next agent answers.

The transfer VDN would go to a vector that would not play music on hold, or holding announcements to the calls in queue. That way the caller and the transfering agent can continue to converse. It might just have a quick 1 or 2 second annoucement at the beginning to let the transfering agent know that they dialed the correct number, but I'd put a speed dial on every set to make it foolproof.

When the caller has been introduced, you simply press the release button to get out of the conference and take the next call.

I think it's unrealistic to assume that you will not queue ANY calls to a busy group. This method would be the same thing as a transfer, and would never leave the caller waiting by themselves. (Which I think is your goal.)

Carpe dialem! (Seize the line!)

 

[wildcard100001]

dufus2506,

You are correct, that would be the way to go. The program wants the tier 1 agent to deal with the call if a special skill is not available to take the call. Even if it requires a call back.

Thanks for the input.

Wildcard

 

[telcomnewbie]

Wildcard,

Any time you have individual agent skills along with team skills, you really defeat the benefit of the Wallboard for keeping up with calls in queue. It takes too long to scroll across the screen to show every agent's skill status in addition to the teams to have a real impact.

 

[98Converter]

If you do the conference transfer, remember to change the Conference/Transfer Feature on the sys parameters feature screen "Transfer Upon Hang-Up" to Y.

Maybe you could use a projector or mulitple projectors to throw a real time report up on the wall so folks could see who's available? We did this with Tier 1 Group of folks (<30) so they could see who was available in the Upper Tier Groups at another site... It seemed to work well in the crunch times.

Thanks,
Chris

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.

 

[marcell55]

FYI. If you leave the "ID" out, then it will prompt for an ID on the phone display. You'll see "I:" At that point they would put in the hunt group and then press the # sign.

 

[SF0751]

Ahhh, thank you, marcell55. I did try that, but didn't use the pound sign after the skill number.

Susan
"Few things are harder to put up with than the annoyance of a good example." - Mark Twain, Pudd'nhead Wilson (1894)

 

[wildcard100001]

Thanks all for your input and advice. It is much appreciated.

Special thanks to marcell55 for handing me the keys to the solution. I tried it and it works great.

Thanks again,

Wildcard

P.S. This form ROCKS