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Overflow Logic

Hi,

in my contact center we have the requirement to overflow call from first skill group to second and then to third skillgroup.

1: if call went to last skillgroup then it should show queued or abandoned in last skillgroup.

for this we have done the changes as below , but it not fullfilling the customer requirement.

3 REPLIES
Hall of Fame Super Silver

Overflow Logic

De-queue the call, this may help:

https://supportforums.cisco.com/message/1054501#1054501

HTH,

Chris

Green

Overflow Logic

if call went to last skillgroup then it should show queued or abandoned in last skillgroup.

for this we have done the changes as below , but it not fullfilling the customer requirement.

Call types are the primary reporting paradigm for queued and abandoned stats - not skill groups. Set a call type at the top of the script and it will give you accurate stats no matter which skill group the agent answers belongs to.

So you don't want to wait in SG1 - if no one is available to take the call you want to add in SG2. Again, you don't want to wait there, but immediately bring in SG3 and queue there for an agent in any of SG1, SG2, SG3. Correct?

Regards,

Geoff

Overflow Logic

Like Chris said, if the call is no answeres by SG1 or SG2, then dequeue the call, then queue it to SG3.  If it's not answered by SG3 then it will show either routed out or abandoned by that SGs depending on what you do.  This will show on the SG report thought.

Also, pay attention to what Geoff mentions, real reporting is done via call types in Cisco.

david

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