On Thu, 13 Oct 2005 00:39:06 +0200, Tom Rymes [EMAIL PROTECTED]
wrote:
What we have done is to set up a single queue that all calls come into.
For the agents that we want to be our Front Line (i.e.: Customer
Service Reps), we give them a penalty of 0. Our Overflow group (i.e.:
Customer service reps who are also dealing with walk-in customers and
therefore should not be bothered unless we're really busy) gets a
penalty of 1, and our Last Resort (i.e.: Everyone else) people get a
penalty of 2.
That way, all of the calls are answered by our front line people, unless
they are all busy/unavailable. Then, and only then, the calls start
going to our overflow people, and if they are also all unavailable, the
calls go to our last resort people. Seeing as how we have more than 23
people between the three groups, there should technically be no waiting
on hold in the queue, even with the PRI saturated.
I don't know if this is what you are looking for, but it works extremely
well for us. To whomever coded this feature, THANK YOU!
As QM supports per service group call flow analysis, I have helped a
number of call centers worldwide in setting up this feature together with
the adoption of QM and I can say everybody was quite satisfied with it, as
much as you can put up with the added problems of running the Agents
module.
l.
--
Loway Research - Home of QueueMetrics
http://queuemetrics.loway.it
___
--Bandwidth and Colocation sponsored by Easynews.com --
Asterisk-Users mailing list
Asterisk-Users@lists.digium.com
http://lists.digium.com/mailman/listinfo/asterisk-users
To UNSUBSCRIBE or update options visit:
http://lists.digium.com/mailman/listinfo/asterisk-users
