How to implement virtual queues

[scott]

Hi, all.

I would like to seek a confirmation on how to implement virtual queues in Genesys.

Is it correct to say that virtual queues is actually implemented by using skillsased routing?

For example, a virtual queue could be created by queuing the calls to all agents with English skill > 5. Is this what Genesys means by virtual queue???

Thanks to anybody who helps.

Scott

[vic]

Scott,

think of a virtual queue as a normal queue you would have in a PBX, except for one thing it only exists within Genesys.

It is my understanding that Virtual Queues are managed by IR. Virtual queues are used in an IR strategy when you want to:
collect statistics in regards to the call flow
need to place a call somewhere, while it is waiting for the next available operator

Do you remember ListTarget object in IR strategy? This is where you specify the name of virtual queue. When you will place some targets under it, call will have to go through that queue in order to get to your target. Your target can be a skill, agent, place, or some really abstract object which no one really uses. So, it is not only for skillased routing.

Just think of a virtual queue as a terminal in a airport, and imagine calls are just an average Joe, who is going to Atlanta, for example.
Everyone must pass through the terminal before boarding the plane. You can count the number of people walking in, walking out, number of people waiting, and so on. People in that terminal can wait, while listening to the really annoying announcements as well.
Does it help?
Vic

[mboertien]

Plus it also allows a call centre manager to see all the calls that are waiting for a specific target (skill, agent group)within CCPulse, if you are using more routingpoints. So they don't have to open statistics for each of the routingpoints, but just for a specific (virtual) queue.
So they get a better overview.

[cumi]

If you have a singlesite configuration, you don't need virtual queues. In this case you can report (real ime and historical) everything on simple routingpoints.(Maybe also on ACD Queues)

In multisite call centres you have to build in to the VRQs into your strategies and report on virtual queues (because of the Distributed and Answered values).

[mboertien]

I don't agree with that, we have a single tenant environment and virtual queues are quite useful for reporting to which skill calls are going.....

[Kline]

A bit weird question, but is it possible to place a call in a nonvirtual queue while waiting for an agent to become available?

[Wayne]

You might also want to look at Virtual Agent Groups as routing/reporting targets. Membership in a VAG is determined by the agents' skills automatically. This allows the VAG to become what is in effect a 'prefilter' by how the skills are setup.

For instance, if I have a group that requires the skills of 'high_value_customer' and 'product_1' and 'sales', any views in CCPulse and/or CCA will display only interactions that have already met this condition. So perhaps my view then segments by media type, or maybe sales totals. I can also run this report/view down to the agent level.

[cumi]

Yes, actialy, everything is depending on your strategy. In our configuration e.g. each skill has it's own routing point (entry point).

If in your case from one RP the calls can be routed to different skills, you can not report a skill performance on that RP, you need VRQ.

[Vic]

How often do you rely on virtual agent groups?
Most of our clients are still G5 with 5.1.5 CCPs, so even if I wanted to, I still would not be able to do it!

What benefits are of using virtual agent groups as compared to the normal agent group?

[cumi]

Why do you want to place that call anywhere? It can wait at (VDN). If you will not put into ACD Queue, you will be not able to report some things (e.g.max waiting time, etc) from switch side and the switch's EAS will be useless.

Lot of people are not separating the call as genesys call and telephony call. I saw a question somewhere like: is it possible to use attached data with xy switch? Genesys Attached data has nothing to do with switch, it is only inside Genesys.

You have to know exactly where is the call phisycally, who is routing it and where. You also have to be very carefull when writing vectors in switch. You can make those vectors easily useless and nothing will work in your Genesys strategy...

So, the question about the VRQs can not be answered with a single 'Yes they are very good, use them'.

My advice is to make the whole configuration as simple as possible. I am working on Call Centre implementation, where we have about 15k calls a day, about 30 skills and services

[cumi]

you can use VRGs to see in CCPulse is there any agent free (or logged in, e.t.c) with that skill. this is very usefull for the WFMs.

but unfortunetly i have to correct 'Wayne'. if an agent has e.g. skills A, B, and C he will be automatically in VRG_A, VRG_B, VRG_C. Let's say that agent will get 5 calls on skill A and none for other 2. In your reports you will see plus 5 calls for VRG_A but also for VRG_B and VRG_C because the agent is also member of the other 2 groups, too. you can simply check it, by taking the sum of inbound calls in your CC. but there is also a solution for this problem using attacheddatas and filters in report layouts...