Clear Target and CCA reporting

[kowari]

Hi guys!
I actually have a question (instead of answering them).

We are doing some skills based routing and based on a whole stack of things we calculate a skill expression.  This is then entered into a target block and queued on a VQ for x seconds.  After this time, we drop out the red port and do another calculation (based on a whole bunch of things) calculate a new skill expression and increment priority and loop back into the same target block with a new value for the skill expression variable.  This looping repeats until we hit a base condition which goes off onto a separate target block with separate information.

My question is this: At the moment CCA is only showing the max wait time as being the first loop around.  If I untick the clear targets option in that target block, will the wait time become additive (ie loop 1+2 instead of MAX of loop 1 and 2).  Basically, I want the total wait time a caller has had on a particular VQ.  Is this a routing strategy thing (ie clear targets) or have we missed something in CCA that could help?  I know SFA about CCA, but I know about stats and statserver so, yeah, I should be able to muddle my way through it.

I hope that made sense.

Cheers!

[catanirex]

Itīs a clear target thing in the strategy. If you check that box, target and VQ will be reset= queue time restarts.

Have you tried calling the clear target function instead? I do not remember if you can just clear the skill target there, and not the VQ.

[kowari]

I had a quick look. It it a function call of the same thing as the tick box.

Ok, so if I UNtick that box, on the second loop around will it target expression 1 AND expression 2?
It will, wont it?

It will be like having 2 destinations in that object?

[ecki]

Hi,

So are you saying that when you untick the clear targets option, then the wait time is cleared with every cycle and starts from zero again? So then I would suggest you add new select target block before your cycle with empty agent group or with skill combination who no agent has just to park the call on desired VQ and leave the select target block where you build your real target list in cycles without VQ and with unticked clear targets option. This should secure that the call will enter the queue only once, but as I did not test it, probably it will not work. Just try.

Cheers.

E.

[ecki]

Yes, if you untick the clear target option, then the target list will grow.

[kubikle]

Hi,

Sorry, may be I miss the point, up to my experience unticking of clear target check box and looping back to the same target selection block will not quit call from VQ (time will be accumulated) but old targets from this block will be replaced with new ones (if target accumulation is needed hen either new target selection block or skill expression for new targets should also include old targets).

Regards. 

 

[cavagnaro]

What clear targes does is for example:

Target GA1 > Time 10 sec > Target GA2

With Target clear checked:

After 10 seconds the call will go to the second target but the first AG is no longer available to receive the call, meaning that no matter that if an agent of the firt group sets free and in Ready, the call will not arrive to him.

With Target clear unchecked:

After 10 seconds the routing will add the second agent group to the already selected first group, so now your chances to get the call answered will increase.

Remember to create the Stat Cleared to have a correct stat support over a VQ.

Regards

[kowari]

Sorry, been away and not able to respond to this topic.

I think people are getting as confused as me.

THe call flow is as follows:
calc skill expression 1 -> Target block x seconds -> drop out red port -> calc skill expression 2 loop back into SAME target block  -> target block hits agent

CCA shows x seconds.

Clear targets is ticked because I didnt really want to target the first skill expression again, BUT for reporting purposes people want total queue time (ie x seconds plus the time in the second block)

I have heard that if you drop out a red port, that behaves in a similar manner to clearing targets.

Please tell me I can have my cake and eat it too!   Kubikle seems to think that I can (what kubikle says is exactly what I want to happen)

[cavagnaro]

I hope this gets a more clear idea.

[ecki]

Yes, it works as kubikle wrote.

If you return to any select target object previously used, it will overwrite the target pool you previously selected in this object, however if you would use another select target object with option clear target not selected and with different target expression, then the new target list will be added to the previous so the main target pool will be larger.

From the queue perspective, if the option clear target is not selected, the call remains on all previous virtual queues even when you return to the same select target block with the same VQ used. So the time stats will keep growing.


e.

[kowari]

Yep, I just did some testing and implemented the solution in production and it now does what we want!
The strategy REPLACES the target string, but the VQ is not cleared and the stats are not reset in cca.

Thank you for your help guys.  I cdouldn't find any of this info in the documentation in a manner that was in plain english