Call Scripting & Reporting - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

ell · 05-13-2008, 08:52 AM

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

Rachelle · 05-13-2008, 09:22 AM

Historical Reports
Look at the Application Performance report
You will see how many offer, answered, etc.

Look at both of your primary skillset's application level report and compare it against the Application performance report of your overflow/secondary group.

Try that out and post back.

rachelle

Kalahary-Harry · 05-14-2008, 03:35 AM

I recall seeing application by skill set reports under default reports, they break down by skill set from which application(s) a skill set answered calls. That was on a SCCS 4.2 site, but I'm pretty sure I saw this as well on a CC6 site.

ell · 05-14-2008, 04:44 AM

That's great

thanks

jdm12 · 05-14-2008, 10:32 AM

In version 5 the Application Call Treatment report has a column called Routed. This gives the number of calls sent out of that particular application.

J

fabricoh330 · 05-14-2008, 02:45 PM

Quote:

Originally Posted by jdm12

In version 5 the Application Call Treatment report has a column called Routed. This gives the number of calls sent out of that particular application.

J

In this case the calls are not being routed they are being removed from one skillset and queued to another skillset. Running a skillset performance report will tell you how many calls were queued to and answered by the overflow skillset. However, this will not tell you how many came from team5 verses team6. To do that you should create a seperate overflow for each team and then assign both skillsets to the overflow agents. Or you do do a bunch of manual calculations on calls offer, answered and abandoned on each team and then the difference between the 2 will most times add up to what was offered to the overflow skillset. I'd say your better off with the seperate overflow skillsets.

ell · 05-19-2008, 06:19 AM

Hi

All of our agents have there own CDN numbers. What would be the best report to run regarding how calls have arrived at a CDN Number. We would like to know if they are external direct calls, if they were picked up from a skillset or if they were transferred internally.

Thanks

Kalahary-Harry · 05-19-2008, 06:59 AM

Ask your self this question: what triggers the call to be routed to the CDN. Then go from there on.
The script above queues the calls against a skill set.

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