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IPCCX 5.0(2) multiple queues logical queueing with skills & reports

Dear all,

I have configured an IPCCX 5.0(2) system with 4 CSQs used by a unique application script. These queues are Resource Group based. The agents have no skills.

Depending on the ANI the behaviour of the script is as follows:

1. The call is presented to Q1 or to Q4 (ANI dependant).

2. If no agent is available it is also presented to Q2. The call is in Q1/Q4 & Q2.

3. If no agent is available in Q2 it is also presented to Q3. The call is in Q1/Q4, Q2 & Q3.

4. If no agent is available in Q3 it is also presented to Q4/Q1 (ANI dependant). The call is in all the queues.

It works OK. The problem is when getting statistics. No report shows:

- the number of calls originally presented to Q1.

- the number of Calls not attended by Q1 that were offered to other queues.

- the number of calls originally presented to Q1 managed by each queue.

- the number of calls originally presented to Q1 that were lost.

- the number of calls originally presented to Q4.

- the number of Calls not attended by Q4 that were offered to other queues.

- the number of calls originally presented to Q4 managed by each queue.

- the number of calls originally presented to Q4 that were lost.

These quantities are not correct in the "Contact Service Queue Activity Report" , since a call may appear in many queues (duplicate data).

After reading in a Cisco manual the following paragraphs I thought that a skill based approach could help me to solve this problem (the report shows the maximum number of calls presented to all CSQs within the same group rather than the total number of calls presented to all CSQs within the same group).

But I don't know how to implement "logical queueing". Could anybody help me in this matter? An example would be very usefull.

Common Skill Contact Service Queue Activity Report

Q. This report is similar to other CSQ reports-why is it useful?

A. This report provides additional information for multiple CSQs that are configured with the same call skill but with different competence levels. An

incoming call may be queued for the CSQ with the lowest competence level.

If no agent is available for a certain period, the call will be queued for the next higher competence level. The summary line in the report displays the

summarized statistics for the group of CSQs configured with common skills. A group of CSQs that is configured in this manner is called a logical CSQ.

Q. Why are the summary for skill totals not adding up properly in the Common Skill Contact Service Queue Activity Report (by Interval):

A. This report is designed for customers who have logical CSQs configured. A logical CSQ is a group of CSQs configured with the same skill but with

different competence levels. When a call comes in to a script that uses the “logical CSQ” approach, it first goes to the CSQ with the lowest skill level.

If the wait time exceeds the predefined threshold, the call goes to the next higher skill level. So, the same incoming call can flow within the same group

of CSQs. The value on the Calls Presented summary line shows the maximum number of calls presented to all CSQs within the same group rather than the

total number of calls presented to all CSQs within the same group.

(Calculating the sum could result in counting the same call multiple times because the call could be presented to different CSQs within the same logical

group.) For Calls Handled, this reports shows the total number of calls because one call can only be handled by one CSQ. For Calls Abandoned, this

report shows the maximum number of all calls abandoned from all CSQs within the same group.

This report is particularly useful for logical CSQs. If you do not have logical CSQs configured, consider using other CSQ reports (Contact Service Queue

Activity Report, Contact Service Queue Activity Report by Interval/CSQ).

Thanks in advance to everybody. Best regards,

Amaia

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