CCD,pilots,time between calls

tincho.rn · Post by **tincho.rn** » 22 Feb 2006 14:39

Hi everybody. The calls arrive to the agent without any time between then. i configured the "time between calls" in the CCD but this situation still continues. who knows how to solve this? Thanks a lot.

cavagnaro · Post by **cavagnaro** » 22 Feb 2006 15:57

Your wrap up timer and pause how is set?

tincho.rn · Post by **tincho.rn** » 22 Feb 2006 20:08

Hi. I configured them in each pilot using the CCS. Both are set to 10 seconds. everything works fine until the call-load is high and the calls arrived without pause to the agent.

cavagnaro · Post by **cavagnaro** » 23 Feb 2006 00:18

How many agents do you have? What is your service level target?

tincho.rn · Post by **tincho.rn** » 23 Feb 2006 09:25

I have 30 agents. The service level target is 80% calls in 10 second (is as the deffault configuration). This service is taken into account by the PBX?

cavagnaro · Post by **cavagnaro** » 23 Feb 2006 16:44

Of course it is. How ever, if you can see how long is your queue in those moments it could give an idea if that is the problem or not

tincho.rn · Post by **tincho.rn** » 24 Feb 2006 09:56

Muchas gracias che

I thought that the servi level was just for statitical. I will change that variable and watch what happend. Thanks again. Best regards.

martin

cavagnaro · Post by **cavagnaro** » 24 Feb 2006 11:11

Al menos alguien mas habla espaÃ±ol por aqui

Suerte con los cambios,