Statistic in IQ View

[vma]

Hi,

Anyone knows if it's possible to define a statistic in the View's Conditions tab of an Interaction Queue?

I need to deliver emails only if there are more than 2 agents available. This way 2 agents will always be reserved for receiving voice calls. Customer doesn't want that agents receive calls while they are engaged in an email so, in order to have a good SLA on voice, we decided to always have minimum 2 agents available for any possible incoming voice calls.
I was thinking that if I could define a statistic in the conditions tab I could avoid emails looping every time in a strategy to check if available agents is greater than 2 and if yes route them to agent, if not remain in the interaction queue.

Any other recommendation to achieve this would be welcome.

Thank you,
Mihai

[cavagnaro]

No, on views you mess  with Interaction properties. Strategy objects are the ones who mess with agents. So you would have to do that on that object like on voice as you say.
And has no sense really...remember that voice is a live interaction while email has a lower priority as can wait and be done while agents are without voice.
Normally you do the inverse, send voice to all and email to a few ones, even dedicated if you wanna maximize efforts

[vma]

thanks cavagnaro,

I assumed there is no way to do this but I hoped there is some trick I do not know.
In our solution we have different routers for voice and eServices so priorities are not working anymore and there is always the scenario where everybody is busy with emails and the voice calls has to wait several minutes until someone finishes his email work.
Having dedicated resources for voice is not a very good solution as the team is very dynamic and it would mean that twice or three times a day, for each shift, the supervisor has to assign specific skill to agents in order to receive only voice calls. By doing the above solution we would avoid this.

Thank you,
Mihai

[Kubig]

I do not understand why the email has higher priority than voice - never encountered this within any call center at the world. My experience is the voice is always most important than non-voice channels and for these purposes the CR are configured in general to have maximum one voice and 5-10 emails at one moment.

From my point of view, the business/customer need is wrong and should be argumented by any call center expert as bad choice/way how to drive a business.

[vma]

I have never said email has higher priority than voice. I'm only saying that we use 2 different routers and priorities does not apply in this case cause the routers can't be synchronized for priorities. This means that if there is no call in queue, all agents would receive emails and if a call comes it will have to wait until all agent are done with their current email. First one that finishes will get the voice but this can take several minutes. This is why I need 2 agents always free even if there are still emails in the queue. But not always the same 2 agents. Any of them as long as there are 2.

Thank you,
Mihai

[Kubig]

Capacity rules still working for these scenarios.

I have deployed similiar environment, but the routing on email level was build with better business logic, where the email routing was based on general statistics on voice AG on percentage level, where not all agents could be used for email routing.

From business point of view, it is not good way to allocate all agents by emails or non-voice interactions at all.

[terry]

You probably can use statistics - just not in Views properties but in
strategies in target selection objects  - result will be effectively the same.
In strategies handling emails in additional threshold field of target
selection objects you put statistical expression preventing routing through them when number of ready voice agents is less then 2

[vma]

Hi terry, thank you for your response.

Can you please detail a little your solution I have thought of that but as far as I know a selection block will expand the group and calculate the statistic for each object in that group. For example the StatTimeInReadyState is calculated for each available person in the group and the best is chosen.
Is there a way to calculate a group statistic there and also put a condition? I doubt it... And even assuming there are x agents passing that condition which one will it choose now? based on what?
Of course I can put a condition in the beginning of the strategy where I check the number of available agents and just end the strategy if there are too few but I wonder how many URS resources will be used and if reporting would be accurate if I keep looping hundreds of emails in and out routing strategy every couple of seconds.

And one thing in this scenario: is it possible to check in the email strategy how many agents are available for voice? I tried setting UseMediaType['voice'] before calling SData for StatAgentsAvailable but if agent is ready on voice / not ready on email the output is still Not available per total

Regards,
Mihai

[terry]

Sorry, it is not about statistic that you specify as selection criteria in "Target Selection" tab of Selection or Route Interaction object.
I'm talking about "Additonal Threshold" in General tab of these objetcs (assuming you have not very old IRD).
Basically it is described somewhere in Genesys doc as "Service Level Agreement Routing" (when you can "borrow" for serving one "line of business" the agents from another "business line" but on some condition only like there are more then 2 ready such another agents).

You can place there effectivelly any "guarding" logic (not only statistics) and by itself it is not related with target you using - anytime URS consider possibility to match call with some agent because of target selection object - if this object has threshold expression - this expression will be evaluated and if it happen to be false -> no routing of thnis call to this agent at current moment of time.

For example threshold expression can be like sdata["SomeAgnetGroup.GA","StatAgentsAvailable"] > 2.

About statistic to use in threshold - quite strange - I thought that StatAgentsAvailable considers voice availability only.
If it is not so - you probably can try RStatAgentsReadyvoice intsead (again if your IRD is not too old), this last statistic can be applied also to skill expressions (not only to agent groups)

[cavagnaro]

Vma, you say you won't receive voice because you're handling an email? That is not true. You, as Kubig said, can use capacity rules for this.
I have done several deployments where agents receive them as independent channels. We once discussed on the forum about how each channel has its own priority. Voice interactions will not mess with multimedia ones, and even each type of MM will behave independent from others.
You can configure to work on a voice channel and 5 emails at the same time for example. Will not matter the voice status for incoming emails as you have channels for each.

[vma]

@terry I didn't work before with that Additional Threshold. [b]Share Agent By Service Level Agreement Routing[/b] in the [i]Universal Routing 8.0 Routing Application Configuration Guide[/i] is exactly what I needed.
Thank you very much.
L.E. I implemented my strategy according to this and it works perfectly. thanks again!

@cavagnaro I know capacity rules but my customer wants one interaction at a time only. It's set this way, it's not that I can't do it.

[quote=vma]
Customer doesn't want that agents receive calls while they are engaged in an email
[/quote]