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Enthusiast

ICM script formula for busy hour

Hi all,

 

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?

 

Thanks!

-JT-

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Advocate

Hi,could you please explain

Hi,

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.

G.

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Enthusiast

Hi G, The peak & non peak

Hi G,

 

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

 

Thanks!

-JT-

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