Page 1 of 1
CCD,pilots,time between calls
Posted: 22 Feb 2006 14:39
by tincho.rn
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.
Posted: 22 Feb 2006 15:57
by cavagnaro
Your wrap up timer and pause how is set?
Posted: 22 Feb 2006 20:08
by tincho.rn
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.
Posted: 23 Feb 2006 00:18
by cavagnaro
How many agents do you have? What is your service level target?
Posted: 23 Feb 2006 09:25
by tincho.rn
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?
Posted: 23 Feb 2006 16:44
by cavagnaro
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
Posted: 24 Feb 2006 09:56
by tincho.rn
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
Posted: 24 Feb 2006 11:11
by cavagnaro
Al menos alguien mas habla español por aqui
Suerte con los cambios,