UCCX Position in Multiple Queues

[jefflocktsg]

I have a situation where we use skills based routing with CSQs. Agents are part of CSQ1, CSQ2 and CSQ3 and all the callers get the same priority. In the script, we do a position in queue method by get reporting statistic for strCSQ which does gives the caller an accurate PIQ, but it is not a true representation of their position as it relates to the agents who answer calls for all the queues. Additionally, we also tell the caller through each loop of 1 minute what their current PIQ is. Our original thought was to add up all the CSQs and set position in queue to be equal to the sum of all calls in the combined queues. This worked great for the first loop, but then we noticed that on continuous loops we would get higher numbers, indicating a queue jumping scenario. The situation was really just more calls coming into the other CSQs and on the queue loop, being added into the total number. The next design was to first queue the call into CSQ1, 2 or 3 based on the dialed trigger as we always do, and then in the select resource step under queue, we would have a second select step to queue the caller into a strPIQ CSQ that did not have any agents skilled to it, and we could just to a get reporting statistic on the strPIQ through each loop. This seemed to work, but we experienced problems where callers would sometimes get stuck in this queue loop and never be answered by an agent from the original CSQ1, 2 or 3 when they were in the ready state.

How can we accurately get a position in queue, through continuous checking on queue loops, when dealing with the same agents assigned to multiple CSQs?

[david.macias · Accepted solution]

First, voicing PIQ or ETW is just not best practice. It rarely works out well for anyone and when you mix in RONA, a sudden influx of traffic, or an agent site having an emergency your numbers will never be truly accurate. My recommendation is always to say your wait time should be between X and Y and that's it.

Now to answer your question. If the same agents answer all the calls, collapse your CSQs to 1. You can still do reporting on specific call types, but that way you will have a single CSQ and the PIQ will be accurate.

david

[jefflocktsg]

Hi David,

I thought about collapsing it down to 1 CSQ but the problem is the CSQs represent things like Acura Service, Toyota Service, etc. On our wallboard we want to be able to present what car model of service is getting the most calls and this is accomplished by showing the CSQs on our wallboard. If I collapse down to 1 CSQ, I have no way of knowing by looking at the wallboard, how many callers are trying to hit each car model of service. I thought we were able to queue to multiple CSQs without a problem, but this doesn't seem to be the case. Or rather, I needs to add agents to the strPIQ.

[Vaijanath Sonvane]

Hi,

See the attached screenshot. I hope this is what you are looking. It worked fine in my case.