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Symp 6.0 Call Priorities
I am not understanding how my manager has set up the call priorities for our skillsets. He set a priority range for each skillset. Like: 1-5 is Oranges, 6-10 is Apples, 11-15 is Turnips, 16-20 is Carrots. Then he assess the agents skills and sets their priority up. So if Joe is: Great at...- changemaker
- Thread
- Replies: 2
- Forum: Nortel: Symposium call center solutions
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Scamming Symposium
What are some the ways agents can scam the system without making their NR times high? I have noticed one guy stays on hold after a call for a long time. Sometimes I hear silence for 20 minute intervals but it also happens when he is not here. I know about pressing the "program the phone"...- changemaker
- Thread
- Replies: 6
- Forum: Nortel: Symposium call center solutions
