Call Queue in Multiple Queues - Possible?

[jmujica]

Can I have a call queue in more than one queue at the same time and if an agent becomes available in a queue then de-queue the call from all queues??

If so how it is accomplish?

TIA,

-Jose

[yogeswar]

Hi,

Yes, its possible to queue a call in multiple queues. To accomplish the same, you can have nested "Select Resource" steps.

Label A:

Select Resource(CSQ1)

------->Connected

------->Queued

------------>Select Resource(CSQ2)

------------------->Connected

------------------->Queued

----------------------->Select Resource(CSQ3)

------------------------------>Connected

------------------------------>Queued

...............................Queue treatment steps

----------------------------------->Go to Label A

In the above case the call gets queued in all the 3 CSQs. If the call gets handled by any agent, it is automatically dequeued from the other queues. Explicit dequeue step is not necessary.

Regards

Yogi

[jmujica]

I didn't understand very well your example. Do you have a sample script of having the call queue in multiple queues??

Is that feature heavily used in Contact Center deployments?

Thanks in advanced,

-Jose

[yogeswar]

Hi Jose,

Check out the following URL to know about Select Resource Step(Pg.No 338).

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/step.pdf

Sample script icd.aef is the best example script which uses Select Resource Step.

A Select Resource step (SRS) can only select a single CSQ. If you associate all of the desired Skills to a CSQ, then you will be simultaneously queuing for the next available agent in all of the selected Skills (that meet the minimum competency level).

If you have a list of CSQ's that you want to "simultaneously" queue for, you have to select a desired sequence.

For example, you have CSQ1, CSQ2, and CSQ3 and you want to select them in that order. If no agents are available in any of them, you want to queue for all of them. You would have a SRS that selected CSQ1, then in the queued branch, you would place another SRS that selected CSQ2, then in the queued branch you would have an SRS that selected CSQ3. In the last queued branch, you would place the steps that provide the desired queue treatment.

Regards

Yogi

[jmujica]

Thanks Yogi,

And if the person goes to multiple queues and I would like to inform the customer the expected wait time how do I accomplish this if the person is in more than one queue at a time??

I need to choose just one queue and verify the expected wait time in that only queue? And what if another queue gets selected??

Thanks in advanced,

-Jose

[yogeswar]

Hi Jose,

You may try out the following...

LabelA:

Select Resource(CSQ1)

-------->Selected

-------->Queued

------------->Get Enterprise Data(EWT for CSQ1)

------------->Play Expected wait time for CSQ1

------------->Select Resource(CSQ2)

------------------>Selected

------------------>Queued

----------------------->Get Enterprise Data(EWT for CSQ2)

----------------------->Play Expected wait time for CSQ2

----------------------->Other queue treatment steps

----------------------->Go to LabelA

Regards

Yogi

[jmujica]

Yogi,

In your last example if there are no agents available in both Queues then it will play 2-Times the EWT prompt to the contact?

Is that the normal behavior or it will be good to just played one EWT prompt... but then which queue...

Thanks for all your help..

-Jose

[jmujica]

Yogi,

What I'm confused is with the skills purpose if however I need to create a CSQ for the people with the desired skill to be selected.

I think that creating a regular CSQ with a resource group with the same agents will do the same functionality that using skills...

Am I missing something here??

-Jose

[yogeswar]

Hi Jose,

The resource selection criteria available for CSQs with skills is different from that of CSQs with Resource Groups. Let me explain you the basic difference

Let us take an example of banking...

There are 2 skills - Banking and CreditCard and one Resource Group GeneralQueries.

Agent1 has skills Banking(10), CreditCard(6) and also belongs to Resource group - GeneralQueries

Agent2 has skills Banking (5), CreditCard (10) and also belongs to Resource group - GeneralQueries

Agent3 has no skills and belongs to Resource group - GeneralQueries

CSQ1- configured with skills - Banking with minimum competancy 10, CreditCard with minimum competancy 5

Resource Selection Criteria - Most Skilled.

Available agents : Agent1, Agent2

CSQ2- configured with skills - Banking with minimum competancy 5, CreditCard with minimum competancy 10

Resource Selection Criteria - Most Skilled.

Available agents : Agent1, Agent2

CSQ3- Configured with Resource Group(RG1) and Resource Selection criteria used is Longest available

Available agents : Agent1, Agent2 and Agent3

A caller calls and would like to know about CreditCard details and wants to speak to the agent who is skilled for the same. If there are no CSQs with skills and if the call is queued for CSQ3, then based on the resource selection criteria, there is a possibility for Agent3 to get selected, who has nil creditcard skill. To avoid this we configure CSQs with skills and the script will be designed to first look into CSQ2 for available agents since it has the highest competancy of 10 for Creditcard and agent selection here is based on most skilled.

Hope you can understand the difference where exactly CSQs are configured based on skills.

Regards

Yogi