You can assign agents to as many queues as you wish without skills via some pretty complex scripting...<br><br>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.
<br><br>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.<br><br>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....
<br><br><br><br>Jonathan<br><br><div><span class="gmail_quote">On 3/7/07, <b class="gmail_sendername">Johnny Crothers</b> <<a href="mailto:Johnny.Crothers@vanco.co.uk">Johnny.Crothers@vanco.co.uk</a>> wrote:</span><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
Hi Dane,<br><br>Don't have a lab to test this with, but I think you are right with not<br>being able to assign multiple agents to a queue without skills.<br><br>Just checking but you have set the skills to be all the same level?
<br><br><br>-----Original Message-----<br>From: Dane [mailto:<a href="mailto:d4rkf1ber@gmail.com">d4rkf1ber@gmail.com</a>]<br>Sent: 06 March 2007 16:42<br>To: Johnny Crothers<br>Cc: <a href="mailto:cisco-voip@puck.nether.net">
cisco-voip@puck.nether.net</a><br>Subject: Re: [cisco-voip] IPCC Express CSQ Service Level ?<br><br>Appreciate the response and offer, I will try to explain things a bit<br>better.<br><br>First, this is for a helpdesk so the needs are very basic at least it
<br>seemed originally. :-)<br><br>They have four queues for the helpdesk. Each one corresponds to an<br>option for the caller to select:<br><br>Network Support<br>Application Support<br>Phone Support<br>Misc Support<br>
<br>There is also a corresponding skill with the same name. I believe I<br>had to do this because I have agents that need to reside in more then<br>one queue. And correct me if I am wrong but you can't have agents in
<br>more then one queue or something.<br><br>As for call distrubtion, well someone calls in and gets prompted to<br>select the nature of their problem, so they press the corresponding<br>option, call goes to the queue and agent is selected. Ideally it will
<br>select the agent that has been idle the longest.<br><br>Hope this is some what helpful in understanding what I am dealing<br>with. So many ways to do the same thing these days it seems I am<br>always looking for better solutions and ideas. So anything provided
<br>is helpful.<br><br>Regards,<br>dane<br><br><br>On 3/6/07, Johnny Crothers <<a href="mailto:Johnny.Crothers@vanco.co.uk">Johnny.Crothers@vanco.co.uk</a>> wrote:<br>> Hi Dane,<br>><br>> Fairly sure this is what they mean..
<br>><br>> CSQ Service Level - Time required for an agent to answer a call to be<br>> within SLA<br>> CSQ Level Percentage - To meet SLA this percentage of ALL calls have<br>to<br>> be answered in the time stated in CSQ
<br>> Service Level.<br>><br>><br>> By the sounds of things you have two queues, you want calls to be<br>> distributed evenly across both queues? Although you are using skills?<br>><br>> Skills allow you to dictate which users will receive more calls as
<br>they<br>> may have a higher skill rating (sometimes used to force a trainee to<br>get<br>> more calls)<br>><br>> Can you give me more of an idea of what the customer expects? It<br>sounds<br>> like you can get away with one queue and remove the skills and just
<br>have<br>> resource groups?<br>><br>><br>> -----Original Message-----<br>> From: <a href="mailto:cisco-voip-bounces@puck.nether.net">cisco-voip-bounces@puck.nether.net</a><br>> [mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net">
cisco-voip-bounces@puck.nether.net</a>] On Behalf Of Dane<br>> Sent: 06 March 2007 15:48<br>> To: <a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br>> Subject: [cisco-voip] IPCC Express CSQ Service Level ?
<br>><br>> Can anyone help me to better understand the CSQ Service Level and<br>> Service Leve Percentage options within the CSQ configuration?<br>><br>> I have IPCC Express 4.0.3 rolled out for about 4 months now, about 15
<br>> agents total and had to use skill based routing I believe due to the<br>> need to have agents handle calls in more then one CSQ.<br>><br>> I believe that was the primary reason for having to utilize skills
<br>> based but I knew little about IPCC when I set this all up and had to<br>> rush through it sadly to get it rolled out so I have forgotten quite a<br>> bit since then.<br>><br>> I am hearing reports now that many agents don't believe calls are
<br>> being distributed fairly or evenly. And well I suspect they are not<br>> since I had no idea what I was doing when I set it all up. :-(<br>><br>> Luckily its just for an internal helpdesk and not of major importance
<br>> as long as calls make it to someone, but if I could better understand<br>> things now and make sure things are being evenly and fairly<br>> distributed that would be great.<br>><br>> Ideally I just wanted and needed a solution in which I could put
<br>> agents into various queues and have them take calls in a evenly<br>> distributed manor so that not one agent gets hammered much more then<br>> another. The agent in the most queues however is going to get a
<br>> greater number of calls it would seem though.<br>><br>> Any thoughts or comments regarding this would be appreciated and<br>> helpful.<br>> _______________________________________________<br>> cisco-voip mailing list
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