Some issues encountered :
1. Delay of around 5 seconds when call routed from topic to IVR. E.g. call topic->Announcement in topic -> delay 5 sec of silence (not set anywhere) -> IVR... announcement for dtmf option.
Question : anywhere these 5 sec delay can be eliminated?
2. Call comes in to topic, Welcome Announcement (thank you for calling company ABC, please hold for our next available agent...) -> check for available agent -> if yes, ring at agent -> if NO, loop the call for 60 second in queue (if no free agent) and route to IVR for option to leave message, back to queue if caller want to wait.
The (c.WaitTotal%60)>59 is used for the looping.
However, the "c.waitTotal" will includes the announcement time in the topic and also in the IVR, even those are set as "Welcome Announcement".
End result : caller may routed to IVR even they are in queue for less then 60 sec. depending on the length of those announcements.
Question : How to make sure the caller is in queue and listen to music on hold for exactly 60 sec?
3. Related to issue #2 above... historical report on agent group performance. I need to run a report to show the percentage (or total number) of calls that are answered within 15 sec in queue or ring at agent station. Based on "totNConvWait<=N", the counter will always includes the announcement time in topic and IVR (both set as "Welcome Announcement"). Tried TFS also giving the same result.
End result : the performance will never hit the target of call answered within 15 sec in queue or ring at agent.
Wonder anyone have any suggestions for the above. Thanks.
//apologize for the long scenarios
1. Delay of around 5 seconds when call routed from topic to IVR. E.g. call topic->Announcement in topic -> delay 5 sec of silence (not set anywhere) -> IVR... announcement for dtmf option.
Question : anywhere these 5 sec delay can be eliminated?
2. Call comes in to topic, Welcome Announcement (thank you for calling company ABC, please hold for our next available agent...) -> check for available agent -> if yes, ring at agent -> if NO, loop the call for 60 second in queue (if no free agent) and route to IVR for option to leave message, back to queue if caller want to wait.
The (c.WaitTotal%60)>59 is used for the looping.
However, the "c.waitTotal" will includes the announcement time in the topic and also in the IVR, even those are set as "Welcome Announcement".
End result : caller may routed to IVR even they are in queue for less then 60 sec. depending on the length of those announcements.
Question : How to make sure the caller is in queue and listen to music on hold for exactly 60 sec?
3. Related to issue #2 above... historical report on agent group performance. I need to run a report to show the percentage (or total number) of calls that are answered within 15 sec in queue or ring at agent station. Based on "totNConvWait<=N", the counter will always includes the announcement time in topic and IVR (both set as "Welcome Announcement"). Tried TFS also giving the same result.
End result : the performance will never hit the target of call answered within 15 sec in queue or ring at agent.
Wonder anyone have any suggestions for the above. Thanks.
//apologize for the long scenarios
.
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