[Asterisk-Users] ACD/queues question

[Lorenzo Emilitri]

On Thu, 13 Oct 2005 00:39:06 +0200, Tom Rymes <trymes at rymesheating.com>  
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.




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