ACD agent ID display on screen

[cknipe]

I have an agent that thinks they cannot do thier job properly unless they see thier agent ID displayed at the top of thier phone. They are making a big deal about this for some reason and I tried to tell them look, when youre logged out of the phone it will say logged out. But no they are adamant about being reminded of thier agent id while they are taking call center calls. Anyways I noticed this person COS has changed and I suspect thats where this setting might be but I cant find anything that would resemble this option.

Does anyone know what makes the phone display the agent ID at the top? Im thinking it might only display this after you log in until you recieve the first call kinda like how redial sticks up there until you dial the next number. can anyone confirm this?

Were using an mxe running 4.0

 

[cknipe]

I just double checked this on my phone in the office and it shows my name for a few seconds after I log in, then goes back to a normal display. im starting to think it was a long weekend for this employee and they cant remember how thier phone works in general.

 

[nytalkin]

Explain to the agent that only agents whose id doesn't display are eligible to win a new Buick.

NO GOOD DEED GOES UNPUNISHED!

 

[kwbMitel]

I believe there is a timer for ACD display. Once the timer expires the display reverts to time and date. Usually the timer is for displaying the path name. It probably applies to the login display as well but I don't know for sure.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[cknipe]

although kwbmitel always gives good advice, im going with nytalkin on this one and see if that works.

I was 99 % positive that the agent name doesnt hang around up in the display. Common sense would say why would you need to know this, you just logged in with agent id yourself.

 

[LoopyLou]

Real answer: there is nothing that will alwasy show them their ID number. Best is if they are logged in they see the logout key. What do they use for CCM? Prarie Fyre has some time of real time agent monitor you could load on a agents screen. Something like that might help.

Smart Ass answer: Tell them you will take it up with their supervisor.

There may be no i in team but there are three f's in fudge off.

 

[Supernova99]

this could be expensive with a Buick involved! but I have agents that display their number on their phones

If you use a self labeling phone 5320, 5330 & 5340 and you implement ACD hotdesking then when they are logged in it will show the number on the prime line or name if if it is the teldir.

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[kwbMitel]

Hate to burst your bubble Supernova but the question was to display the Agent ID, not the Prime.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Supernova99]

That's correct Hotdesk ACD login becomes the prime line

Share what you know - Learn what you don't

 

[LoopyLou]

I believe Super is correct. The Hot desk ACD Agent acts like a normal hot desk extension, i.e the id is displayed as the prime of the set once logged in. Would have to do this for all agents though becuase I believe you can't mix traditional ACD agents and hot desk ACD agents.

There may be no i in team but there are three f's in fudge off.

 

[kwbMitel]

My Bad, missed the hotdesking part. I was aware that HD displayed the logged in extension. It does not surprise me that HD displays the Agent ID.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[JimHilton]

Hahahaha Get one of them dymo lable things and punch in the number and put it on the display!!

HTH would someone "forget" their ID??

 

[slapin]

I have the case when agents use different ID when working in different shifts for different customers. So far nobody asked me this question, but it has valid point. With MCD4 and self labling buttons it is possible to change group membership on the fly, but nobody will redesign all the procedures just because it is possible.

Also regarding mixing standard and HD agents. It is possible to some point, but you should expect issues with reporting, call assignments, timers and overflow process.

 

[Supernova99]

Slapin, I agree with MCD 4.0 you can set prescence keys so you no longer need different agent logins for different shifts you simply put yourself in or out of an agent group via a key which lights up to let you know which one you are logged in to
As you say going forwards we need to think about changing the way we program ACD as new features like hotdesk ACD & precence completely change the procedures
You are also correct about reporting especially on a 6100 it requires either standard or hotdesk but not mixed.


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