[cisco-voip] IPCC Express CSQ Service Level ?

[Dane]

Appreciate the response and offer, I will try to explain things a bit better.

First, this is for a helpdesk so the needs are very basic at least it
seemed originally.  :-)

They have four queues for the helpdesk.  Each one corresponds to an
option for the caller to select:

Network Support
Application Support
Phone Support
Misc Support

There is also a corresponding skill with the same name.  I believe I
had to do this because I have agents that need to reside in more then
one queue.  And correct me if I am wrong but you can't have agents in
more then one queue or something.

As for call distrubtion, well someone calls in and gets prompted to
select the nature of their problem, so they press the corresponding
option, call goes to the queue and agent is selected.  Ideally it will
select the agent that has been idle the longest.

Hope this is some what helpful in understanding what I am dealing
with.  So many ways to do the same thing these days it seems I am
always looking for better solutions and ideas.  So anything provided
is helpful.

Regards,
dane


On 3/6/07, Johnny Crothers <Johnny.Crothers at vanco.co.uk> wrote:
> Hi Dane,
>
> Fairly sure this is what they mean..
>
> CSQ Service Level - Time required for an agent to answer a call to be
> within SLA
> CSQ Level Percentage - To meet SLA this percentage of ALL calls have to
> be                              answered in the time stated in CSQ
> Service Level.
>
>
> By the sounds of things you have two queues, you want calls to be
> distributed evenly across both queues? Although you are using skills?
>
> Skills allow you to dictate which users will receive more calls as they
> may have a higher skill rating (sometimes used to force a trainee to get
> more calls)
>
> Can you give me more of an idea of what the customer expects? It sounds
> like you can get away with one queue and remove the skills and just have
> resource groups?
>
>
> -----Original Message-----
> From: cisco-voip-bounces at puck.nether.net
> [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Dane
> Sent: 06 March 2007 15:48
> To: cisco-voip at puck.nether.net
> Subject: [cisco-voip] IPCC Express CSQ Service Level ?
>
> Can anyone help me to better understand the CSQ Service Level and
> Service Leve Percentage options within the CSQ configuration?
>
> I have IPCC Express 4.0.3 rolled out for about 4 months now, about 15
> agents total and had to use skill based routing I believe due to the
> need to have agents handle calls in more then one CSQ.
>
> I believe that was the primary reason for having to utilize skills
> based but I knew little about IPCC when I set this all up and had to
> rush through it sadly to get it rolled out so I have forgotten quite a
> bit since then.
>
> I am hearing reports now that many agents don't believe calls are
> being distributed fairly or evenly.  And well I suspect they are not
> since I had no idea what I was doing when I set it all up.  :-(
>
> Luckily its just for an internal helpdesk and not of major importance
> as long as calls make it to someone, but if I could better understand
> things now and make sure things are being evenly and fairly
> distributed that would be great.
>
> Ideally I just wanted and needed a solution in which I could put
> agents into various queues and have them take calls in a evenly
> distributed manor so that not one agent gets hammered much more then
> another.  The agent in the most queues however is going to get a
> greater number of calls it would seem though.
>
> Any thoughts or comments regarding this would be appreciated and
> helpful.
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