Help required with 'ClearTargets' in IR Builder

[Matty]

Hi there,

I have a strategy setup using skill levels as follows...

1. Waits 10 seconds for a skill = 10
2. Waits 10 seconds for a skill >= 5
3. Waits indefinately for a skill = 1

The problem I have is that even after 20 seconds, it will still use targets (1) + (2) above, what I would like to do is clear (1) + (2) and only queue for target (3).

I can do this using the ClearTargets function, but this also resets Virtual Queue statistics viewed in CCP which is not what I want does anyone know how to get this working.

Thanks.

[Candy]

Hiya, Matt,

I do not think ClearTarget resets statistics for the virtual queue it simply deletes a call from that queue. So, in CCP, you would have all the statistics related to that calll except that it would not increase Distributed or Abandoned stats when you remove the call from the queue using ClearTargets.

Another method would be using Threshhold for the Virtual Queue:

you would define a threshold for VQ_1 as 20, for example. After it times out, you change the priority of the call to let's say 5. And the other queues would have a threshold of 3, for example. This way, the call would no longer be waiting for the VQ_1.

I hope it helped,
Candy

[Victor]

Matt,

I found a document where we were testing the Last Agent functionality. On of the things we were using there was ClearTargets. I am not sure how useful it would be to you, but I added it to Reports section. I think you would want to look at the CCP results, because it pretty much summarizes what would happen when a call is removed from a queue using ClearTargets[].

Cheers,
Vic

[elwan]

[quote author=Victor link=topic=47.msg1625#msg1625 date=0]
Matt,



I found a document where we were testing the Last Agent functionality. On of the things we were using there was ClearTargets. I am not sure how useful it would be to you, but I added it to Reports section. I think you would want to look at the CCP results, because it pretty much summarizes what would happen when a call is removed from a queue using ClearTargets[].



Cheers,

Vic
[/quote]

Hi Victor,
I have a similar problem, would you be ablle to post the document you found above?
Thanks
elwan

[jbobinsk]

Hi all,

It's really easy - you have to only create only fictive VQ (let's call it technical VQ),  and strategy with following order:
1. Use function SelectDN for you VQ (which you use for statistics in CCPulse) with empty target
2. Use Select Target building block with first object you want to use with assigning technical VQ
3. After timeout was reached you have to use function ClearTarget with assigning directly technical VQ.
4. Use select target for second skill expresion also with technical VQ
5. again function ClearTarget with Assigning technical VQ
6. Final select target with technical VQ.

In result you can monitor in CCPulse two different VQ
SERVICE VQ (which was assigned on the begining) which calculate full statistic
Technical VQ (which was assigned only to operate on target objects) which calculate statistics during waiting in particular SelectTarget building blocks

I hope this could help you.

Regards

Jacek Bobinski

[Sylvainsjc]

If you have :
- SkillTarget1 with 10s timeout and Clear Target selected and VQ_Service
- SkillTarget2 with 10s timeout and Clear Target selected and VQ_Service
- SkillTarget3 with infinite timeout and VQ_Service
After 20s, only SkillTarget3 will be an available target and VQ_Service will have :
Entered = 1
Distributed = 1
Cleared=0

Is that not what you expect

[jbobinsk]

Not this way. If you like we can follow again with VQ_SERVICE queue. Create in CME another VQ for example VQ_TECHNICAL, then go to strategy builder and before first block of SelectTarget place block Function. In function block use function SelectDN with assigning VQ_SERVICE and without target. Then go to SelectTarget Building block and change VQ from VQ_SERVICE to VQ_TECHNICAL. DO NOT MATCH CLEARTARGET inside Select Target building block, and close it. To the red exit of SelectTarget block connect another Function block with selected function ClearTarget['VQ_TECHNICAL']. This operation will remove all targeted object which are assigned to VQ_TECHNICAL, but will not touch other VQ's. This way from statistical point of view gives you what you want.

Regards

Jacek Bobinski