Help with Script on ACR - OXE R10

[MMadrid]

Hello all.

I´ve a issue with the script on this customer. This is the script on graphic mode:



and text mode:



Important Note: The reselection time has a % 1, not % 9. Was only a test.

The issue is: I´ve several agents with diferents skills. In this picture you can see 3 agents.

the left one has Skill 9
In medium, skill 7
And the right one Skill 1.



If i make a call with the agent with skill 9 busy, the call is put on waiting room, and is not routed to another free agent with lower skill. The debugger windows said that hasn´t free agents. Why????? The reselection timout doesn´t work? Can i solved with another rule block?

Thanks in advanced.

Mario

[tot3nkopf]

First I see no image uploaded. Second I would prefer the script in text mode passed here.
Also please post the skill matrix assigned to your agents.

[MMadrid]

The images was upload to public folder on dropbox.

That´s the URLs:
https://dl.dropboxusercontent.com/u/589 ... ibujo1.JPG
https://dl.dropboxusercontent.com/u/589 ... ibujo2.JPG
https://dl.dropboxusercontent.com/u/589 ... ibujo3.JPG


The text mode is:

START
APPLY
RULE ISM CHARACTERISTICS_LIST,
RULE_IDLE_TIME
RESELECTION_TIMEOUT = %1
END

And let me check the skill matrix. By the way, i´ve several agents with skill 9, another one´s with 8 or 7, and last ones with 3 or 1.

[tot3nkopf]

Your external links do not work for me (however it is not so hard for to write a few lines here and describe your environment).
Show us the call profile assigned to the statistic pilot called and the skills assigned to the agents. We cannot guess...

[MMadrid]

Statistic Pilot with Call PRofile "Support FR" Level 9 Obligatory


Pilot -> Waiting room - > P.Group (Normal routing)

Agents (see skills matrix)

172.20.5.3 24/01/2014 8:59:28
------------------------------------------ Media -------- SUPPORT
Agent Name ------------ Ext --- / --- Direct Call --- FR Support
Hermelina Basanta --- 979 --- 205 --- 1+ ----------- 9+
José Luis Caaveiro --- 990 --- 210--- 1+ --------- 9+
Lupe Docabo --------- 949 --- 169 --- 1+ -------- 7+
Sabrina Alvarez ------- 980 ---209 --- 1+ -------- 5+
William Rosenthal --- 960 --- 413 ---0+ -------- 3+


Script on text mode:
START
APPLY
RULE ISM CHARACTERISTICS_LIST,
RULE_IDLE_TIME
RESELECTION_TIMEOUT = %1
END


The first call is attended by Hermelina or José Luis, always. They have the most level skills. That´s fine. but if they are busy, the call never going to Lupe, or Sabrina with lowest skills.

The debugger windows on script editor say that no agents free to routing the call.



i hope that this explanation is fine for you. Thanks so much for your implication


Best regards.

[tot3nkopf]

I do not understand why you start with 9...
Order would be 9, 3, 5, 7 --> that translates in Hermelina,Jose (level 9), William (3), Sabrina (5), and Lupe (7).

Do you have access from the waiting queue linked with the stat pil/pil that you are calling to the processing group where William, Sabrina, and Lupe are assigned? (if no direction is opened between stat pil and processing group how would you expect the system to consider these agents?)

[MMadrid]

I understand that if you put Statistic with Call Pilot PRofile "Support FR" Level 9 Obligatory first skill agents are looking to level 9, then go down 7, 5 and 3. That's true?

All agents are in the same pgroup.

[tot3nkopf]

I understand that if you put Statistic with Call Pilot PRofile "Support FR" Level 9 Obligatory first skill agents are looking to level 9, then go down 7, 5 and 3. That's true?

Just specified that it is different.

Try this: assign 5 as expertise level mandatory for profile Support FR.
Then assign skill Support FR with level 5 for Hermelina,Jose; 6 for Lupe; 7 for Sabrina; 8 for William.
This way you will accomplish your needed scenario.

[MMadrid]

Ok. Let me try.


Update: I´ll try on next Monday. The customer is out now and can not make this test. Thanks.

[tot3nkopf]

Ok. Let me try.

On the Support FR profile only skill Support FR activated (no other)?
Verify also that skills Support FR are not deactivated on other agents (the script should have worked also in your scenario as I described)?