CallAnswered statistic not incremented in 2 different Virtual queues

[Lorenzo]

We are developing a 7.2 strategy and we have a problem on a statistic which is callsAnswered defined as follows :

Original Stat. Name Total_Answered  
Insensitivity 1  
Interval Type Growing  
Notification Fréquency -1  
Notification Mode ChangedBasedNotification  
Filter N/A  
Time Profile Default  
Time Range N/A  
Time Range 1 N/A  
Precision 2  
Category TotalNumber  
Subject DNAction  
Main Mask CallAnswered  
Rel.Mask N/A  
Objects GroupQueues, Queue, RoutePoint  
Formula N/A

We have several strategies like each one related to a specific service. Another service that the customers can call is for example "Service N°2" the callflow is the same as the strategy for "Service N°2". There is only one unique distribution queue which is called "VQ_All_Interaction" (Virtual Queue in which all the calls from all the services arrive with different priorities and are then routed to a unique group of agents).
For the supervisors we need to have queues for each Service : one for "Service N°1", one for "Service N°2" etc ... and one for the global supervisor. The queues used for the strategy "Service N°1" are "VQ_All_Interaction" and also "VQ_Service_1" . We do our routing via a RouteCall(V_select) and the V_select variable is the result of the selectDN done on the "VQ_All_Interaction" virtual queue.

As a result we get the the Statistic Total_Answered incremented on the "VQ_All_Interaction" (which is fine) but not on the "VQ_Service_1".
How could we get this statistic incremented also on the Virtual Queue "VQ_Service_1" ?

Thanks in advance for your help

[Lorenzo]

Any clue on this statistic problem ?

Any help would be appreciated.

Thanks in advance

[cavagnaro]

Can you post a simple diagram of this? I have some problems trying to understand your scenario. Also diagram what do you see and what would you like to see.
Ah! It's not a problem, its a design failure

[Lorenzo]

I attach this file.

I hope it will help.
Regards

[cavagnaro]

Can you post the screnshot of your CCPulse definitions, filters and templates?
How do you do to get one VQ inside another? DN Groups?

[Lorenzo]

Hello.

In fact, according to me , it is a more Routing design issue.

We use function block :
the first one : SelectDN['VQ_All_Interaction','','',StatSelectMax,'','','','','','','','','','']

Then in the strategy design, we put the call in the other queue :

SelectDN[Cat['VQ_',UData['SERVICE']],'','',StatSelectMax,'','','','','','','','','','']

Finally, we do our routing via a RouteCall(V_select) and the V_select variable is the result of the selectDN done on the "VQ_All_Interaction" virtual queue.

As a result only the CallAnswered obn the 'VQ_All_Interaction' is incremented and not on the VQ_Service_1.
We would like both VQ to be incremented on the CallAnswered statistic.

[cavagnaro]

Ok,
Going again to statistics definitions:
A CallAnswered is a retrospective action which is only sent from an agent to the RP who sent the call (AttributeThisQueue) on the Agent. So, as only one RP sends the call to an agent and on the target object you only can select one VQ therefore only one VQ can be notified about this retrospective event.

So for me it's a statistical issue.

[Lorenzo]

How would you handle this issue ?
Is it possible to do something at the agent level ?
Is it possible, in this case, to use DN groups ?

Thanks in advance Cavagnaro.

[cavagnaro]

Well yes, I'd try to use DNGroups and from there capture the statistics

[dink]

I use many VQ and have no problems with the stats; try to define virtual groups and link them to the VQ (originating DNs)

[Daimonas]

You can only answer a call on 1 VQ..You can enter/offer as many VQs as you want but only 1 can be used to route the call and be answered.

For example, if you have two targets, with a different VQ associated to each one. Once the first target times out, the call is cleared from the 1st VQ and enters the 2nd VQ. Don't get this confused with clear the target option, as you still can "consider" both sets of targets, by not using the clear target option.

Hope that helps,

p.s. Just so you know, Router doesn't really know anything about VQs, they are just an imaginer place holder. Router uses the agent login or DN for all routing decisions.

[Daimonas]

That said, I re-read your question and if I understand it correctly, you have two separate categories of calls and want to see them on their specific queue and the universal queue. If this is correct, what you want to do is create a DN group (as cavagnaro said).

So just route to your specific queues in the strategy and add both of these VQs to a Universal DN group (type Queues) and you will be able report on what you are looking for, unless I misunderstood you.

[cavagnaro]

That is what I said... why the exaltation? Do you think my answer was bad?

[Daimonas]

No I erased my smart remarks and made it a simple responce...Hey I gave you credit

Anyways, I need the post count

[victor]

Another important thing to keep in mind: if your call is queued in one VQ and then call is sent to another VQ, the first VQ will not reflect number of calls answered.