IRD Statistic for Current Wait Time

[Kevin S]

Greetings and Salutations.

In our routing, we make sure of the statistics-based agent sharing supported in URS. The business has asked to be able to route a call to shared agents if the wait time exceeds 90 seconds.

For example, if there are 3 calls waiting, when the first one reaches 90 seconds, they would like that "shared" to a supporting agent group, but the other two have to wait until either someone becomes available or they mature to 90 seconds.

I know MaxWaitTime is available, but in the scenario referenced above, use of this statistics would cause all 3 waiting calls to be "shared" to available agents.

Any suggestions?

[cavagnaro]

Each call on URS is a independant one, can't have knowledge of other calls as they are separate instances. The rule is for all calls not only a few, so you would have to flag the call after the timer 90 on the target expired and then somehow make it available again. Your customer is thinking only on 3 calls, but what then decides that the 4th call will go to that group or not, when will this happen again? Makes no sense.

[kubikle]

Not sure but probably function callage[] in Additional Threshold expression in target slection object can be used.
Threshold callage[]>90 will make this specifc call not to be routed to any target from this target selction object untill
call waits for this targets 90 seconds or more. 

[cavagnaro]

No kubik, what he wanst is only the first call of 3 to be routed...with that function every call that uses the strategy will wait more that 90 in an scenario and go to that target. It is the same as using the time out parameter on the target object.

[Kevin S]

Cav and kubikle -
Thanks for the replies.

I should clarify:
The customer is trying to maintain "relationship integrity"; that is, they are trying to get the calls routed to representatives who work with the caller on a regular basis, as opposed to getting the call to the first available agent.

The customer wants the following situation:

- If only one call is waiting, and target agents are not available, it will only target "shared" agents if the call exceeds 90 seconds.
- If two or more calls are waiting, and target agents are not available, the first call will target "shared" agents once the call exceeds 90 seconds, but the second (and subsequent calls) has to mature to 90 seconds before they will be shared. (If a targeted agent becomes available, then the calls will route prior to the 90 seconds).

If I use the CurrentMaxWaitTime, then once one call reaches 90 seconds, any calls waiting will be shared.

(Not sure if that cleared it up or made it worse...)

[René]

Hi Kevin,

It is possible implement required by specifying threshold for "shared" agents using callage function. Please look at URS Reference Guide and URS Routing Application Configuration Guide, 'Share Agent By Service Level Agreement Routing' chapter for more details.

Let me know if you need more help.

R.

[cavagnaro]

[quote author=Kevin S link=topic=7628.msg32852#msg32852 date=1359141758]
Cav and kubikle -
Thanks for the replies.

I should clarify:
The customer is trying to maintain "relationship integrity"; that is, they are trying to get the calls routed to representatives who work with the caller on a regular basis, as opposed to getting the call to the first available agent.

The customer wants the following situation:

- If only one call is waiting, and target agents are not available, it will only target "shared" agents if the call exceeds 90 seconds.
- If two or more calls are waiting, and target agents are not available, the first call will target "shared" agents once the call exceeds 90 seconds, but the second (and subsequent calls) has to mature to 90 seconds before they will be shared. (If a targeted agent becomes available, then the calls will route prior to the 90 seconds).

If I use the CurrentMaxWaitTime, then once one call reaches 90 seconds, any calls waiting will be shared.

(Not sure if that cleared it up or made it worse...)
[/quote]

Ok, I had a similar situation and what I did was to the customer provided a SP which returned me the main agent that treated that customer, if agent however was not available i routed to agent group on some cases and to another specific agent on other cases.
Was very successful idea and customer was happy he had control of the target agent because then he could integrate with his business application and made more dynamic the routing solution.

Probably you could combine both ideas

[Kevin S]

Rene -
We are using the Share Agent by Service Level functionality, but I forgot about the "hidden" functions not detailed in URS Routing reference but in URS Routing Application Config Guide. (We've had the functionality in place for about 5 years, which is why I forgot about it).
I think the callage[] function will meet the need. (Nods also to kubilke, who also suggested it) I was focusing on Stat server statistics so much, I forgot about it.

cav -
We are using similar functionality. There is a stored proc that the IVR pulls the Primary Account Exec, a backup acct exec, then the skill, and it can target a "Skill_Hi" group, then "Skill_All".

All - I think I have what I need to move forward - I think callage will do it. Thanks again.