progressive_blending_reserved_agents for activate progressive blending

[flara]

Hello cavagnaro:
  We have a strategy to route the outbound calls and other strategies to route the inbound calls. In the Outbound strategy, we route the calls with CampignGroupName@RoutingStatServer.GC . And in the Inbound strategies, we route the calls with skills (RoutingStatServer.GA routing).
are we using wrong the GC routing?.

thank you.

[cavagnaro]

Just to confirm my thinking, can you post a screenshot of your strategy pls?

[flara]

Hello:
I can't upload a screenshot  . Always i get the error because the post exceds the maximum characters. I'll try to explain in words:
Our outbound strategy only has the blocks to assign the variables, one Attach clip and  the target block (No function after or before the target block). this target has this configuration:
Statistics:
  Max StatAgentLoadingMedia
Target:
Type: variable
Name: grupo_agentes --> this variable is: Cat[nombre_grupo_campanya,'@RoutingStatServer.GC'] --> variable  nombre_grupo_campanya is UData['GSW_CAMPAIGN_GROUP_NAME']
StatServer: 
Use Virtual Queue:
    Alias: CV_MyS_Outbound_en_agente
    Switch: SwitchAvaya_DESA

Thank you.

[René]

Hi,

Please check value of 'environment' option of URS. All agents becomes reserved for outbound (=blocked for any other activity like inbound) if it is set to 'outbound'.

René

[flara]

Hi:
  We have disabled the environment option in URS. (##environment="")

Best Regards.

[caractacus]

Hi flara,

Are you using Campaign Group target in your strategy when not using agent assignment?

If so that will almost certainly be your problem, campaign group target should only be used for campaigns that are using agent assignment.

This will cause the CurrentAgentAssignment statistic to be used to determine agent's availability and for inbound calls to be routed to an agent with that statistic it's value would have to be inbound,  but it won't be because agents are assigned to campaigns so the value of that stat will be the campaign name they are assigned to not 'inbound'.

So, make sure that you are not using Campaign Group target in your strategy,  use agent group or place group target instead.
Once you have done this you should restart URS to make sure that URS does not have currentAgentAssignment statistic open for any agent.

[flara]

Hi caractacus:
  We use this kind of routing (CampaignGroup routing) because it was a recomendation to use multiskill in outbound.  I thought that you can use call blending without agent assignment using CampaignGroup routing in a outbound strategy. That was my first question, the need to understand the difference between agent reasignment and blending. In genesys manuals doesn't appears that you need to use agent assignment to use blending. Only appears that with two options you can use blending, with progressive_blending_reserved_agents for activate progressive blending and progressive_blending_agents_status.
Any idea about this?

Thank you.

[caractacus]

Hi Flara,

That's right you can do blending using agent assignment, or the old way using the progressive_blending..... options.

Using the progressive_blending..... options you cannot use CampaignGroup target ,  use agent group or place group instead, campaign group target is for use with agent assignment.

If using agent assignment then you must use Campaign Group target.


If doing blending using the progressive_blending_.... options,  then all that happens is that the number of agents specified in progressive_blending_reserved_agents will be kept free to handle inbound calls.

Once you have used campaign group target for a campaign then the CurrentAgentAssignment statistic will be opened for the agent and you will need to close it somehow,  deleting anc recreating the agent will have done that, but it restarting URS will also work.

[flara]

Hi caractacus:
Thank you so much for the explanation. I'll try to do something about this. Genesys manual doesn't explain so much this kind of things

Best regards.