Virtual Queues in IRD

[PFCCWA]

Hello,

Is it possible to associate two virtual queues to 1 call? for reporting purposes?
We currently link a VQ in the target selection object however there is requirement to associate calls with another vq (based on priority).
I tried a function object with SelectDN which works except the call is marked as cleared when it is answered (entered/abandoned work fine - possibly because the VQ in the target selection object is associated when the call is answered?
Want to avoid using a filter because there quite a few statistics this would need applying to..

thanks,

[cavagnaro]

Why another VQ?? Can you describe a little bit more on why would you need 2 VQ?

[Kubig]

For these purposes I am using dummy target object with specific vq for reporting. Just add target object with dummy target (AG,PG,..), requested vq, check the "clear target".

[PFCCWA]

We want to report on statistics such as answered, abandoned, service factor, efficiency etc on the call priority so customer can determine if the objective is being met on higher prioritised calls.

Currently we report on ACD queue DN groups.

I have tried suggested option, but experience this behaviour.
If calls is answered directly by agent, dummy VQ shows as entered/answered, however original VQ in target block shows no data.
If call is placed on hold then answered by same agent, original VQ shows as entered and answered, dummy VQ shows as entered/cleared.

We want to achiever same result for both VQs.

thanks,

[cavagnaro]

Wouldn't it be simpler to just attach a KVP and then do filtering on them? If you go to second target you update the KVP to a new value and then you know if going to first or second or N target...

[terry]

During single startegy run call can be distributed in no more then one VQ (and it will be cleared from all others) and achieving same result for both VQs will be possible (if only not to immitate virtual queue events "manually" - which is better not to do if there is any other option).

[smile]

PFCCWA, in your case it would be easy to use DN Groups object. There you will able to assign one vq to any number of dn groups. Moreover, i guess you always use dn group for reporting, it give another one level of flexibility between routing and reporting layer

[cavagnaro]

The issue smile, is that I don't see how he can populate 2 VQ (and why!?) by using a single target object.
So for be able DNGroup he must have values on both already and trustable data already

[smile]

ok. if you like hardcore i can offer you other method call for userevent functions manually to generate events with required VQs.

[Kevin S]

IMO, I would go for a single VQ, then apply filters.

As someone mentioned earlier, when the call is distributed, it shows as distributed in one and cleared in the other. If I recall correctly (it's been a few years), if the call abandons, THEN you get an Abandon in both.

The other question is: are you looking to have this behavior for only targeting scenario, (for example, one team), or could this need to be applied to multiple teams (and therefore multiple VQs )? If the latter, then I would stills say go with the filter. It's a little more work up front, especially in historical reporting, but probably less aggravation down the road.

If you have a lab environment, then set up your scenario using two VQs and create a CC Pulse template for statistics. Build your filters and set up a second CC Pulse template using the same statistics (with filters applied), and apply that template to the primary VQ . Then test the dickens out of it, and see which is more accurate (I'm guessing the filters would be).