Hi All,

I am using Blue Pumpkin (3.3/7.7)and here in the "Service Goal" settings I find "Patience (in secs)" and just below that there are "Reserve Thresholds (Seconds)" - "Reserve 1" and "Reserve 2". Can somebody please explain the functionality of these.

Thanks in Advance!

I believe this is "patience settings for" your assigned reserve agents. To explain further you can assign the skill/queue to another set of agents who would be in "reserve mode", meaning the calls will only flow to them once it has passed certain "patience threshold" or time duration.

To avail this feature its important to multi skill agents and put them in cross skilled mode on avaya CMS

Please suggest if I have understood it correctly....

1) Suppose there are 2 set of skill groups or more (Skill 1, Skill 2, Skill 3 etc.)

2) There is a team of 10 agents whose skill mapping is - skill 1 on 1st priority and skill 2 as secondary.

3) There is another team of 10 agents whose skill mapping is - skill 2 on 1st priority and skill 1 on secondary.

Is that - if the workload for skill 1 is higher than the capacity of those 10 agents (skill 1 on priority)the call gets transferred to those reserved agents of another team (10 agents) whose priority for Skill 1 is secondary after the Patience Threshold as specified?

Well CMS wouldn't understand the workload ( vols x AHT ), all it does is once the wait time for any call goes above the threshhold (e.g 30 secs) it would take it out of queue for the primary/top agents and re-route it to secondary/reserve agents, now there are 2 scenarios resulting from this

1) all your primary agents are busy, calls get rerouted after specified time to available reserve agent and gets answered ( you will have to set the patience threshhold lower than your contracted ASA for e.g if your contracted asa is 80% in 20 secs then you may have to assign 10 secs for the patience level to enable it to reroute the call to reserve agent)

2) all your primary agents are busy, calls get rerouted after specified time to reserve agent however even all reserve agents are busy, then the call is kept in queue and moment any of the top or reserve agent comes in avail mode its served to them.


Let me know if you need more clarifications

Thanks Pamposh! This clears my confusion completely. Take care!