EWTased Routing

[Vic]

Hi,

I have trouble finding information on estimated waiting time option for Genesys 6.5 URS. Is there such a thing? Or is it Load Balancing? Thanks in advance!

[Superglide]

Vic, This is from our IVR Driver where we get it to read out EWT. Does this help?

[Stat:63100]
obj_id=Cards_VQ@Springvale
obj_type=SObjectQueue
server_name=StatServerRouting_651
stat_type=ExpectedWaitTime
time_profile=CollectorDefault
update_frequency=10

[Vic]

Yeah! It definitely does!

I have defined EstimatedWaitingTime like this:
[ExpectedWaitTime]
Category=EstimWaitTime
MainMask=CallWait
Objects=Queue,RoutePoint,GroupQueues
RelMask=CallDistributed,CallAbandoned
Subject=DNAction

(Thanks to Graeme)

But still I cannot get the darn thing to work properly. In CCP, it tells me that estimated waiting time for my virtual queue VQ_VQ_VQ is 02:01:21, which probably is right...But, I cannot get URS to correctly to report this stat to me!
I am doing making it print output of:

SData['VQ_VQ_VQ@StatServer.Q','StatExpectedWaitingTime'] and it gives me 10,000!!!! This means agent is not logged in, right?

I am strongly suspecting that it has to do with the fact that queue is virtual and I am using skillased routing.
So, I create an agent group AgentGroup1 and assigned agent 5610 to it.
Agent 5610 has a skill of English=5.
Then I assigned VQ_VQ_VQ to origination DN field of that agent group.
Rerunning the calls, I have noticed that my SData for VQ_VQ_VQ changed from 10,000 to 0! And is now ALWAYS zero. But in CCP it is 00:10.

What in the world could I be doing wrong?

[Vic]

Just to follow up on my last post:

I was able to confirm that EWT for queue would only work if agent either logs directly into that queue or agent group that that agent is assigned to has Origination DN set to virtual queue.

This, of course, presents a myriad of problems for me. Let's say I am doing skillased routing and I want to tell caller the estimated waiting time for that particular group, how would I do it without assigning agents to agent groups? But if I do it, then skillased routing does not really make much sense anymore, does it, because then EWT would count ALL the agents in the group and not only the ones who have that particular skill.

So, I thought of something else: what if I go one step further and create a virtual agent group based on skill. Well, it did not work well.

Then I tried creating virtual agent groups based on logged in queue, and ... it worked... (At least it seems like it worked).

But, I am a little bit concerned about feasibility of using EWT with VAGs based on ThisQueue and skillased routing. For starters, it creates a lot of overhead, doesn't it? Maintaining VAGs AND skill would be nightmarish in a 1000+ call centre, wouldn' it?

I noticed that in CCP there is EstimatedTimeToDistribute... Is it DIFFERENT from EWT? It seems like it works with VQs. Could I use that instead?

Thanks,
Vic

[joe]

Hi Vic,

I had basically the same problem as you have. Finally I ended up building my own EWT factor which is
(1 + CallsInQueue(VQ_for_the_Skill)) / (1 + AgentsInTalk+Ready+ACW(VAG_for_the_Skill))
It shows the number of calls waiting compared to the number of potential agents for this skill. This statistic is not based on historical value and therefore there is no problem at the beginning as for EWT. This works quite good in 3 different call centers with up to 1500 agents.
It is not as nice as EWT but it works and is easy to administrate.

Joel

[elwan]

[quote author=joe link=topic=1015.msg3952#msg3952 date=0]
Hi Vic,

I had basically the same problem as you have. Finally I ended up building my own EWT factor which is

(1 + CallsInQueue(VQ_for_the_Skill)) / (1 + AgentsInTalk+Ready+ACW(VAG_for_the_Skill))

It shows the number of calls waiting compared to the number of potential agents for this skill. This statistic is not based on historical value and therefore there is no problem at the beginning as for EWT. This works quite good in 3 different call centers with up to 1500 agents.

It is not as nice as EWT but it works and is easy to administrate.

Joel

[/quote]


Would someone be able to help me out on how I can set up this factor? We are currently doing skills based routing and would want to play a message based on the EWT of a call in our routing strategy.

Thanks.

[cavagnaro]

The stat already exists (or should) on your stat server.
Let's say your RP 1000 has a strategy that routes to an AG_VIP and has a VQ VQ1 associated.
On CME to this AG add the VQ as Origination DN, otherwise the stat won't work.
Then on your strategy you can extract this stat from the f object using SDATA function.

[elwan]

[quote author=cavagnaro link=topic=1015.msg9112#msg9112 date=1187583478]
The stat already exists (or should) on your stat server.
Let's say your RP 1000 has a strategy that routes to an AG_VIP and has a VQ VQ1 associated.
On CME to this AG add the VQ as Origination DN, otherwise the stat won't work.
Then on your strategy you can extract this stat from the f object using SDATA function.
[/quote]

Would this work for VirtualAgentGroup or just AgentGroup? Thanks.

[JTL]

I created a stat which looks at the queue time for the last 'x' calls in that queue...

For larger, busier queues, this is likely to be quite accurate...

(and since I couldn't find anything else which would work reliably across 8 inbound T Servers connected 1on1 to 8 URS)

[cavagnaro]

[quote author=elwan link=topic=1015.msg9113#msg9113 date=1187588750]
[quote author=cavagnaro link=topic=1015.msg9112#msg9112 date=1187583478]
The stat already exists (or should) on your stat server.
Let's say your RP 1000 has a strategy that routes to an AG_VIP and has a VQ VQ1 associated.
On CME to this AG add the VQ as Origination DN, otherwise the stat won't work.
Then on your strategy you can extract this stat from the f object using SDATA function.
[/quote]

Would this work for VirtualAgentGroup or just AgentGroup? Thanks.
[/quote]

Yes it should work with VAG. Never tried really but should work.

[vma]

Hey!
I know I'm raising topics from the grave here but it seems I have exactly the same issue
In CCPulse  I see 00:04:01 and still in the routing I see 0.
I'm using vEWT=SData['Telco-UK-EN-Primary_SIPSwitch@StatServerRT_P.Q','mihai_EWT'] and vEWT is always 0.

mihai_EWT statistic is configured in IRD as:
Category:ExpectedWaitTime
Queue/Routing Point Statistic
Active Mask: CallWait
Rel Mask: CallDistributed/CallAbandoned
Subject: DNAction

Did u solved this issue Vic? What am I doing wrong?

Thank you,
Mihai