Virtual Queue issue

[Toni]

Hi all!

I'm having some troubles in an experiment that should work

I want to mark a specific call in a virtual call, for reporting purposes. If the call is not routed to the specific target I want to erase the call from that virtual queue.

In order to do that I use a SelectDN[] function before the target, ad if it's not routed, I use a CleanTargets[] function. The problem is that CleanTargets[] don't seem to erase that call from the virtual queue.

Does anybody tried something similar?

Thanks in advance!

[catanirex]

Hi,

ClearTarget means that the first target will not be used in the routing desicion any longer.

There is no way no subtract a call from the VQ, other than manually.  For instance, in CCP, use custom formula to display a formulal of Total Enterd Calls - Totall Callls with some filter applied to indicate not routed status. Shouldnt that work?
Or send those calls throug a second VQ.

[Sylvainsjc]

Hi,

i've done a strategy who reach a VQ (using SelectDN) and if there is no agent available, i use the cleartarget function to reach another VQ.

In CCPulse, i have 1 entered call and 1 cleared call for the first VQ...

in the full URS log, you should see "doesn't wait for VQ"

[victor]

[quote author=Toni link=topic=2243.msg8076#msg8076 date=1179762761]
I'm having some troubles in an experiment that should work

I want to mark a specific call in a virtual call, for reporting purposes. If the call is not routed to the specific target I want to erase the call from that virtual queue.

[/quote]

I assume you want to either "erase" this call call from the total current calls waiting count for that queue or you want that call no longer to be in that queue targetting the skills assigned to it.

Clear Target should work just fine. I would suggest not to use SelectDN() and ClearTarget() but use the Route object, and check "Clear Targets" - it should do the trick. Did it?

Best regards,
Vic

[Toni]

Thank you friends.

I'll try to do some more experiments. I'll let yow know!

Regards,

Toni

[Kevin]

I have used the ClearTargets[] function in the past as well, (7.0+) and have not had issues.

Just to clarify, I'm assuming you are specifying the specific Virtual Queue name as the parameter, and not the target list? [You can also leave out the parameter, which is supposed to clear it from all the VQs on which it is placed].

[victor]

[quote author=Toni link=topic=2243.msg8090#msg8090 date=1179819370]
I'll try to do some more experiments. I'll let yow know!
[/quote]

hi, Toni,

any luck?

Vic