StatTimeInReadyState or StatAgentOccupancy?

[plopesjr]

Hi,

We are using StatTimeInReadyState on the Statistics of the Target Selection but we are having some bad experiences. The target is found by function CreateSkillGroup.

We know that StatTimeInReadyState will select the agent that's been waiting/ready the longest, but our Agents are cheating this making a quick logout/login or NotReady/Ready.

Wich statistic should we use?

I saw that StatAgentOccupancy doesn´t work with Agent Groups.

Is there any way that I can finish with that bad practice?

Thank you,

Paulo.

[alex_sydney]

By default a routing strategy will target the agent who has been ready the longest when routing a call. Contact Centre agents often figure this out and find that if they briefly go not ready and then ready they can ensure that others will have been ready for longer. This gains them some precious time between calls which they all seem to value.

To overcome this and to ensure all agents are equally targeted you can create an Occupancy statistic in Interaction Routing Designer (IRD) and use this in your Selection objects in place of the normal StatTimeInReadyState that Universal Routing Server (URS) will default to.

When used in a Target Selection block the Occupancy statistic compares agents based on the time they have been busy on calls as a proportion of time they have been busy and ready for calls.

Consider the following example:

Agent A has been busy on calls for 12 mins and ready for 2 mins. Their occupancy is: 12/(12+2) = 85%.
Agent B has been busy on calls for 5 mins and ready for 2 mins. Their occupancy is: 5/(5+2) = 71%.
If the minimum value of the Occupancy statistic is used in a Selection object, Agent B will be targeted before Agent A. It's irrelevant how many times an agent goes not ready and then ready and how long they've been logged in.

Use Interaction Routing Designer to create the Occupancy statistic as follows:

1. Click the Statistics button on the Design toolbar.
2. Click the File menu and select the New menu entry to create a new custom statistic.
3. Enter "Occupancy" as the name of the statistic being created and select RelativeTimePecentage as the statistic category.
4. Select the Agent/Group statistic option and AgentStatus in the Subject combo box.
5. Select the Growing Interval option.
6. Ensure the Mask combo box displays "Active".
7. Check the following statuses in the Mask list box: CallDialing, CallRinging, CallOnHold, CallUnknown, CallConsult, CallOutbound and CallInbound.
8. Change the Mask combo box from "Active" to "Relative".
9. Check the following statuses in the Mask list box: WaitForNextCall, CallDialing, CallRinging, CallOnHold, CallUnknown, CallConsult, CallOutbound and CallInbound.
9. Click OK to save the Occupancy statistic you've created.

In your routing strategy select the minimum value for the Occupancy statistic in the Target Selection tab of the Selection object.

[plopesjr]

Alex,

Thanks for your reply, but I have a doubt about your answer.

What´s the difference between IRD predefined statistic StatAgentOccupancy and this one that you told me to create?

Will this new statistic work with AgentGroups (vag)?

[Raj]

Did you get a reply to your question? I have the same dilemna. I want to use StatAgentOccupancy but we use Agent groups and not skills.

[ecki]

Hi guys,

There is no difference what I know between Agent Group statistics and VAG statistics.

Cheers,

ecki.