KristiK

1) When a caller is returned to queue they maintain their position in queue.

2) Yes, delay time will peg against skillset and application stats until a call is answered, including the 30 seconds of ring-time.

turtle916

I'd like to elaborate on that a bit...

1. Whether the call maintains their position in queue is configurable. There is a setting calls Call Age Preference that is set for each skillset. You can select "Oldest" or "First in Queue". This setting basically controls how the calls are ordered in the queue.

If you have selected Oldest, the calls are ordered by the time they have spent in the system from the point where they hit the master script. If you have selected First in Queue, which is the default, calls are ordered by the time since they were presented to the skillset. Since a call is removed from the skillset when it gets presented to an agent, it has to be presented to the skillset again when it is returned to queue. For this reason, you should always select Oldest when your call presentation class is set to return calls to queue.

To find this setting (and change it!), you'll have to log in as sysadmin and go to the Advanced Functions. Open the Call Flow Administration folder and double-click on Skillsets. Open up each skillset and go to the second page in the properties.

2) The 30 second timer only begins when the call is presented to the agent, but the entire time that the call is ringing on that agent's set does count as delay time on application and skillset reports and displays.

msturnerjr

Thank you both so much for your help. I've had very little training on this whole Symposium thing.