AACC - Historical Reporting Skillset

[chrde]

Can someone tell me how the historical field "Answer delay" on skillset can be interpreted?

This is my scenario:

1. I send in a new email
2. In the realtime reporting (Skillset Report) I can see the mail waiting for 1 minute 45 seconds
3. I log out all my agents so the skillset gets out of service
4. The standard multimedia script will dequeue the email from the skillset after max 2 minutes
5. Then I login my agent again
6. In the realtime reporting (Skillset Report) I can now see the mail is waiting for 6 minutes
7. After 15 seconds I make my agent available
8. The Agent answers the email

When I check the historical reporting (Skillset Performance) the "answer delay" for this particular skillset is 15 seconds.

So it seems the answer delay is reset every time the skillset gets out of service. How am I supposed to calculate the service level then?

[dgilli]

Application Report

Use application reports, they are not affected by whether the call is queued or not. This may mean you need to break calls out to separate applications. Just use them to execute the multimedia processing script (literally 1 command line in the script). This application will contain the report and there is no need to modify or copy the actual processing code.

I hope you had already figured this out. I responded in case others had the same question.

[chrde]

That is indeed working fine. However our customer is also linking applications to CDN’s via the Contact Router script in the OD and they don’t want to change their way of working. Do you see any other way?
It would be great if you could also report on secondary scripts. Are there any plans to do this?

[dgilli]

I hope they don't

To start with I hope AACC doesn't start reporting on secondary scripts, as I often use a primary application/script just to get the stats for a certain type of call and all of the routing is in the secondary. This is really design intent and I don't see it changing. Besides think of the confusion if you have multiple secondary scripts.

CDN per email address makes this still work in the contact router environment. I am guessing that is more work than they will want to do. I am not clear on the needs (how often this changes, how many changes, how many email addresses are in use, etc.) so it is difficult to give much direction on this.

The point of the master script is to route calls to the appropriate point for routing the contact and for reporting on the contact. By using contact router for the master script you take away so many opportunities to have intelligent routing (for what can only be described as the opposite). I never use the contract router. I never tell a customer it is an option. Often people get stuck on "easy" at the expense of good reports, best practice, and flexibility.

In addition you can make the first section of the master script pretty simple (emulate a contact router scenario. They could make changes in that section. Any contact needed needing additional reporting could go through more complex master script code (like to use the email address to determine the application to use). This would not have to the that hard. Create new application. Copy code from existing application. Add email address to where statement in master script, pointing it to the new application.

Is that more work than the contact router, yes. However you get the reporting you want an it is not a lot of work.

[chrde]

Hello Dgilli,

Thanks for your feedback. I totally agree. For our next projects we will not be using the contact router script for the reasons you mentioned. We just have to convince our customer to use the new way of working. That will be a difficult one I am afraid.

[chrde]

While running an applicaiton report will solve the issue of skillsets going out of service, it is not solving the problem with Office Hours. It seems they are not taken into account on neither the skillset nor the application reports. The answer delay just continues even when the office is closed.