Position in queue

[pspieg]

Hi all,

I am facing the next issue. Please see the printscreen, and my explanation:

1. Dial in Topic
2. IVR with dtmf menu
3. Which choice was made?
4. Help topics for showing choices of IVR in reports
5. Position in que announcement

The problem:
First person calls to Dial in Topic, and makes choice 1. No agent available, so caller hears "position in queue is 1" with some music. Position and music is one audio file.

Second person calls to Dial in Topic, and makes choice 2. No agent available, and caller hears "position in queue is 1" with some music. Position and music is one audio file.

Customer needs 1 big queue, so in this example the second caller should hear "position in queue is 2".

In the topics you can enable

Specifies whether the name of the last topic is displayed to the agent for topic overflow and transfer.
By default, the topic name and job code configuration details are obtained from the first topic.

If this option is selected for the first topic, the topic name and job code configuration are obtained from the last topic. In the overflow topic configuration, the default configuration for Display Last Topic must be active.

If you clear the Display Last Topic option, the topic name and job code configuration are obtained from the first topic even if Display Last Topic is activated in the first topic.

But is doesn't make a difference if this is enabled or not.

Oh, the agents are all in all of the agent groups. They can decide for themselves if they want to be logged to one or more or all groups.

I don't think it is a strange question from the customer to make one big queue.
But I don't know how to do this.

As another member (vliegje) advised, I have also tried with adding again an extra topic, to tell position in queue. It seems to work.



But, what happens then with the statistics? Customer needs the statistics from the first topic (total of incoming calls) and statistics of the choice on IVR. Does this still work?

I think it is very, very annoying to program it like this, All of this is only because there is no counter you can use for choice on IVR.

Does anybody have an idea?

Regards, Peter

[kruegerb]

When customer wants only one queue you need a different solution.
After collection of digits in IVR script set value as tag, distribute all calls to same agent goup. The agents belonging to the ag have different skills according to the possible selection in IVR. so your have only one queue.

[vliegj]

but the problem is then you wont get any statistical reports on the choices they make in the menu. You can only report on the 1 queue.

[pspieg]

Exactly as "Vliegje" says.
So, for now I have created this flow, and it seems to work:



And this macro:



Two questions remain:

1. What will happen to the statistics?
2. Why is it so difficult to make an counter for IVR choices?

[pspieg]

I have just tested this taskflow, and found one MAJOR issue.
When you enter the queue, you never get out.
Despite agents get fre, you will remain in the queue announcements forever.

You will hear the next text when someone leaves the queue, but, despite you are number 1 in queue and agents are free, you will not be connected to this agent.
WHY?

Regards, Peter