I'm trying to find what is the best/most accurate statistic which is available in ICM script editor to determine the peak & non-peak hours. Based on this info, I want to point to a different precision queue
a) Number of calls in queue a specific PQ?
b) Number of available / busy agents in a specific PQ?
Any other recommendation?
could you please explain?
Peak and non-peak hours is something related to a specific call center service, based on long term historical statistics, in other words, it's a time range when a relatively higher number of calls is expected.
The peak & non peak hours differs based on call type rather than being similar overall. Different call treatment is applied during these periods
a) Low peak - more conditions, steps & longer waiting time within PQ
b) High peak - less conditions, steps & shorter waiting time within PQ
The 2 different approach is to either
a) pre-set the low/high peak based on fixed value (9-12pm peak, 1-pm non peak) - more maintenance
b) dynamically determine high/low based on call statistics in the ICM script - less maintenance