Messages

1

Mitel Software Applications / Service Level

« on: June 09, 2017, 01:11:35 PM »

I have a few questions regarding the data stream that creates Service Level

1. Looking at the SMDR stream, does the system use the 'time to answer' as the value for calculating service level?
2. Once a call is routed to an agent, and it shows ringing, is the time it takes for the agent to actually pick up included in the 'time to answer'?
3. If i send a call from queue A that is out of Service level to queue B, and its answered in the new queue within service level, does the original service level from queue A carry to queue b?
    3A. Example. Sales queue has a service level goal of 95% within 30 seconds. At 1 minute a Workforce coordinator sees the call waiting and sends it to our Customer Service queue, which has availability. Once transferred its answered within 3 seconds. Does the call data count in the original sales queue, or does it move to the CS queue? and if so, is it out of service level, or no because it was answered in 3 seconds in the new queue.

2

Mitel MiVoice Business/MCD/3300 / Re: Setting an agent priority based on queue?

« on: May 09, 2017, 01:23:34 PM »

Awesome, that's what I need to comprehend.

Thank you!

3

Mitel MiVoice Business/MCD/3300 / Setting an agent priority based on queue?

« on: May 03, 2017, 12:16:44 PM »

Have a weird question. We currently use overflow to add more agents into the mix if a queue gets backed up. We are looking to create CSRs with specialized skills, but that also could serve as backup to other queues if the volume dictates so.


Example:
Bob is proficient handling calls about pen products. I want Bob to get a call from the pen queue 1st, however if he is not available I want it to ring any other agent who is also skilled to handle the call. Bob may be trained at handling calls about paper products, but someone else is more proficient so if a paper product call comes into queue his peer may get the call first, but serve as a backup should his peer be unavailable.


Is it possible to do this? I apologize if this seems like a silly concept. I am mixing myself up with overflow, and queue-based priorities. I am trying to explore what can be setup from the agent-based side.

4

Mitel MiVoice Business/MCD/3300 / Re: Route call based on Caller ID NAME

« on: March 17, 2017, 05:28:14 PM »

Ralph, you nailed it. Lets say 'BOBS ELECTRONICS' is a national chain. THey may have 300 different numbers, but the one constant is the caller id display

5

Mitel MiVoice Business/MCD/3300 / Route call based on Caller ID NAME

« on: March 01, 2017, 10:16:37 AM »

Good Morning,
           i see that you are able to route calls based on the numeric caller ID, but i am needing to know if its possible to route based on the name displayed? for instance if it says "BOBS ELECTRONICS", route to a certain queue.

6

Mitel MiVoice Business/MCD/3300 / Enable a call holding threshold?

« on: January 14, 2017, 05:57:03 PM »

Good Afternoon,
             We are slated to get some crippling ice Sunday into Monday here in the Midwest. My Contact Center has to maintain operation no matter what, even if only a few employees show up. I have an emergency message I can play which directs all calls to voicemail (In the event of tornadoes).

I am wondering if there are any threshold settings to dictate how many calls can hold. For instance, only allow 5 callers to queue, anything over would be directed to a voicemail explaining due to inclement weather we are unavailable to leave a message.

Any input, or other creative solutions would be greatly appreciated.

7

Mitel Software Applications / Seeing what prompts a caller hits in the IVR

« on: December 22, 2016, 02:32:01 PM »

Does anyone know of which reporting is available to see what prompts a caller is pressing in the IVR? I'm trying to figure out how far into the automated system a caller goes before they either drop off or stop hitting prompts and just opt to be transferred to a live agent.

I'm sure there are logs somehwere with this, but I am hoping there is some canned reporting somewhere with this info.

Thanks for any help!

8

Mitel Software Applications / Account Codes & Capture Service Level

« on: December 07, 2016, 03:27:35 PM »

We have recently have been testing account code functionality, and we are running into some reporting issues. Ultimately what we need, be it through account codes or classification codes, is the ability to show the average speed of answer or service level on a call that is tagged.

We have some queues broken out, which provides us this level of reporting. We also have a main queue where a bulk of our calls dump currently. My hope was to have the agents that take the call use account codes so we can understand specifically what type call they received, along with common contact center metrics (Handle time, service level, asa, etc.)


I appreciate any help