[cisco-voip] IPCC Express CSQ Service Level ?

Wed Mar 7 08:55:21 EST 2007

You can assign agents to as many queues as you wish without skills via some
pretty complex scripting...

Basically, what you do is assign the agents to each of their Resource
Groups, and in the script, have a primary, secondary, tertiary, etc CSQs...
what you do is overflow the CSQ to the next and so on.

So, call comes in, waits for 60 seconds in CSQ1, no answer, so you send the
call to CSQ2, and so on... I have implemented this, it works fine.

Actually, what you do is set a variable to increment for each queue loop,
and once it hits a certain point use a goto statement to dump it into
another queue....

Jonathan

On 3/7/07, Johnny Crothers <Johnny.Crothers at vanco.co.uk> wrote:
>
> Hi Dane,
>
> Don't have a lab to test this with, but I think you are right with not
> being able to assign multiple agents to a queue without skills.
>
> Just checking but you have set the skills to be all the same level?
>
>
> -----Original Message-----
> From: Dane [mailto:d4rkf1ber at gmail.com]
> Sent: 06 March 2007 16:42
> To: Johnny Crothers
> Cc: cisco-voip at puck.nether.net
> Subject: Re: [cisco-voip] IPCC Express CSQ Service Level ?
>
> 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.
> > _______________________________________________
> > cisco-voip mailing list
> > cisco-voip at puck.nether.net
> > https://puck.nether.net/mailman/listinfo/cisco-voip
> >
> >
> > **********************************************************************
> > Any opinions expressed in the email are those of the individual and
> not necessarily the company. This email and any files transmitted with
> it are confidential and solely for the use of the intended recipient.
> If you are not the intended recipient or the person responsible for
> delivering it to the intended recipient, be advised that you have
> received this email in error and that any dissemination, distribution,
> copying or use is strictly prohibited.
> >
> > If you have received this email in error, or if you are concerned with
> the content of this email please e-mail to:
> e-security.support at vanco.info
> >
> > The contents of an attachment to this e-mail may contain software
> viruses which could damage your own computer system. While the sender
> has taken every reasonable precaution to minimise this risk, we cannot
> accept liability for any damage which you sustain as a result of
> software viruses. You should carry out your own virus checks before
> opening any attachments to this e-mail.
> >
> > Vanco UK Ltd Registered in England No: 2296733 Registered Office: John
> Busch House, 277 London Road, Isleworth, Middlesex TW7 5AX
> > **********************************************************************
> >
> >
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: https://puck.nether.net/pipermail/cisco-voip/attachments/20070307/ad14e11e/attachment.html 