Filtering Real Time Display Statistics For Rescheduled Contacts - Nortel Meridian Meridian 1 Scripting Manual

Scripting for Multimedia and Outbound
Filtering Real Time Display statistics for
rescheduled contacts
In the existing script structure, rescheduled contacts skew both the Application
Average Delay and Max Wait Time statistic in the Real Time Displays (RTD)
for the relevant application. This condition is because when a contact is
rescheduled, it stays in the c_Scheduled_Contact_Handler script until the
callback date and time occurs and is then queued to the appropriate skillset.
The length of time the contact waits in the c_Scheduled_Contact_Script is
pegged against the Average Answer Delay and Max Wait Time statistics for the
relevant application. This situation can make these statistics indicate delays of
hours.
To isolate rescheduled contacts, you can change the structure of the scripts to
execute separate primary scripts for rescheduled contacts and for new contacts.
This condition requires using the following six primary scripts instead of the
three primary scripts shown in the scripts:
EM_Email_Primary
EM_Scheduled_Email_Primary
OB_Outbound_Primary
OB_Scheduled_Outbound_Primary
WC_Web_Primary
WC_Scheduled_Web_Primary
After you change the script structure, the application RTD can be filtered by the
application, so that separate filter totals are listed for new contacts and for
rescheduled contacts. The statistics for rescheduled contacts can still show a
long delay, but it is separated from the statistics for new contacts by using the
RTD filter. An example of an RTD is shown in the following figure.
660
Standard 8.04
Contact Center Manager