ell

Hi

We have created 2 scripts in symposium for new teams which queue to the team skillset first, before bouncing into the overflow skillset. (see script below)

We have one script for CTeam5 and one for CTeam6, which both bounce to CTeamOverflow.

Is it possible to see how many calls from each team have bounced into CTeamOverflow?

IF NOT LOGGED OUT AGENT EMERGENCY_EVACUATION_AGENT
THEN
GIVE RAN 46
DISCONNECT
END IF

IF DATE = Bank_Hols
THEN
GIVE RAN 44
DISCONNECT
END IF

IF (DAY OF WEEK = SATURDAY..SUNDAY) OR (TIME OF DAY <> OWN_DDI_WORKING_HOURS)
THEN
GIVE RAN 44
DISCONNECT
END IF

GIVE RINGBACK
IF NOT OUT OF SERVICE CTeam5
THEN
QUEUE TO SKILLSET CTeam5
WAIT 2
ELSE
ROUTE CALL 0
END IF



SECTION MSGREPEAT

IF NOT LOGGED OUT AGENT EMERGENCY_EVACUATION_AGENT
THEN
GIVE RAN 46
DISCONNECT

END IF

IF (DAY OF WEEK = SATURDAY..SUNDAY) OR (TIME OF DAY <> OWN_DDI_WORKING_HOURS)
THEN
GIVE RAN 44
DISCONNECT
END IF

WAIT 8
GIVE RAN 41
GIVE MUSIC 50
WAIT 22

IF NOT QUEUED THEN
IF NOT OUT OF SERVICE CTeam5
THEN
QUEUE TO SKILLSET CTeam5
WAIT 2
ELSE
ROUTE CALL 0
END IF
END IF

IF AGE OF CALL > 600
THEN
EXECUTE call_overflow
END IF

EXECUTE MSGREPEAT



SECTION call_overflow

GIVE RAN 45
GIVE MUSIC 50
WAIT 60

IF NOT LOGGED OUT AGENT EMERGENCY_EVACUATION_AGENT
THEN
GIVE RAN 46
DISCONNECT

END IF

IF (DAY OF WEEK = SATURDAY..SUNDAY) OR (TIME OF DAY <> OWN_DDI_WORKING_HOURS)
THEN
GIVE RAN 44
DISCONNECT
END IF

REMOVE FROM SKILLSET CTeam5

IF NOT QUEUED
THEN
IF NOT OUT OF SERVICE CTeamOverflow
THEN
QUEUE TO SKILLSET CTeamOverflow
WAIT 2
ELSE
ROUTE CALL 0
END IF
END IF

IF AGE OF CALL > 1800
THEN
Route Call 0
END IF

EXECUTE call_overflow