ICM Scripting Queue to Skill

[George Michaell]

Guys,

I have a requirement that a call queued at a skill 'A' via Queue to skillgroup node and the queuing treatment is done in a vxml app and the agent is targeted via same vxml application on an another skill 'B' i.e integrated to third party application.

Now skill 'A' doesnot  have any agent associated with it, but issue is that SG stats are reflected on skill A and we have to do the tweaking to reports to reflect the same on skill B.

so i am looking for a way to handle it in an ICM script, so that the stats on skill A can be reflected to skill B via ICM script.

[Chintan Gajjar]

Can you please eloborate more on the question?

when you say "the agent is targeted via same vxml application on an another skill 'B' i.e integrated to third party application" i have not understood at all. may be you can shed some more light for us to help you out.

[George Michaell]

Thanks Gujjar for the response,

basically once the call queues at Skill A, where there is no agent
available and the call goes to vxml application for queue treatment, the
prompt continues to play and in the mean time the third party application
is checking for agent availability and same third application is interfaced
with ctios to check the events of agents, once it sees the agent available
the information of the agent is inserted in a variable
and passed back to icm and the agent is then targeted via Queue to agent
node and that agent was actually staffed in skill B.

due to this design the reports are getting messed up and manual
intervention is required and i am looking for a way to handle it in an icm
script to reflect the statistics of skill A, like queuing statistics both
realtime and historical and other stuff to the skill B where our target
agent is siting.

the issue is with SkillGroup reports mainly.

[david.macias]

Ok, so here's what I got. SQA->IVR->agentfound->QtoAgent, correct? What stats do you expect to find in the QtoAgent node though? The call should immediatly answer. Can you create skills for every agent instead and when an agent becomes available you queue to this new skill instead of QtoAgent? This might get you more stats, but they are still not going to mirror SQA.

Ultimately, the way you're using skill groups and the way you're trying to circumvent ICM's queueing logic is going to be an impediment to what you're trying to accomplish.

[George Michaell]

Yes David, the call is targeted via Q2Agent node via different variables being passed from third party to ICM, we have different conditions at Q2Agent node as well.

so the only impacted report is the skillgroup one and looking for a way to cater that via script, so somehow via any variable we can mirror those stats on to the original skill.