We have a 30 agent center, primarily focused on inbound. We would like to maximize outbound opportunity by utilizing blending (using Avaya PDS 4.1 and Avaya CMS). All 30 agents have the acquire skill in their CMS profile, but not all will login to blend (we are thinking a 50/50 split, and the split will change daily). We tested blending this week with 2 agents. They were acquired successfully, but the other 28 agents were also getting calls to their phonesets from the PDS, which was also trying to acquire them. Avaya support is telling me that this is due to all agents having the acquire skill. Does this sound right? Why would the dialer try to acquire someone that hasn’t tried to login to outbound?? I am hoping this isn't the case, and that we configured the VDN's and vectors incorrectly, otherwise, it will be a nightmare to manage 30 agent skills daily!
Hoping someone can provide some insight into Blending.
-------------------- Sergio Capitao Call Center Applications Support Reliance scapitao@reliancecomfort.com Phone 416-499-7981 Fax 1-888-502-5051
From: Toronto, Canada | Registered: Aug 2007
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posted
ok, sergio the dialer is using an aquire skill and a monitor vdn to track the queue.
you need to take your agents that are blending and setup another skill for the dialer to monitor. set blending to acquire on that skill. then add your blend agents to that skill.
how it works is, the dialer will monitor the queue and when the queue level gets low enough for it's domain group threshold, it will try to acquire an agent for outbound via that skill. if all your agents have that skill, then it will try to acquire any available agent on that group. adding skills to agents is just part of a manager's job depending on the queuing.
-------------------- South West Business Corp - I am the Corba commander.
From: san antonio | Registered: Apr 2009
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