Alcatel Unleashed

We use wrap-up at the end of a call.

It's been a while but this was for calculating size/cost by a vendor for a third party voice mail solution.

Also, I am using Skills Based Routing with three different queues. Only certain agents can handle calls from certain queues. Is the system maybe unable to determine that even though I have 10 agents logged in, that only 5 of them will ever take calls from this queue? I have been searching these foru...

Would someone be able to describe how the Expected Wait Time is calculated or be able to direct me to the documentation for it? Are there other factors that can affect this such as agents sitting as Unavailable for long periods of time? At the beginning of my calls I announce to the caller the expec...

Yes, it seems that EWT is always 0 when first entering the ASM script. I have to cause a reselection timeout :

IF (SEQUENCE = %1)
RESELECTION_TIMEOUT = %1
ELSE
.
.
.

I am seeing the Expected Waiting Time in my trace. I only ever see the Expected Wait Time as 0. I seem to remember from several years ago that I had to cause a RESELECTION_TIMEOUT before this value was set tot anything. Is this correct?

Where is the best place to see the expected wait time for a waiting queue? I am testing my ASM script to give an expected wait time to the caller but I am not sure what command I can use to be sure it is working correctly. Thank you.

I think I found what I needed to do. I am using APPLY RULE_ISM CHARACTERISTICS_LIST, RULE_IDLE_TIME now and this appears to be giving me what I needed.

I have this working for the most part. I set my call profiles to be mandatory so the calls would only go to agents with the required skills. I am having one problem though. The calls do not seem to follow what I would expect for longest idle time. Prior to introducing the skills based routing I was ...

So just to be sure; if I want to have three distinct skill types (agents with skill A, agents with skill B, agents with skill C, agents with A and B, etc) then I would want 3 statistical pilots, then is it just 1 pilot, 1 queue, and 1 processing group? Does the ASM script bind to the pilot as usual ...