ACD / Symposium Query

[brgf11]

Hi All,

Query 1 - How do I see which agents are logged in to an ACD group?

Query 2 - Customer wants calls to an ACD nbr to route during the day to a non-ACD DN. Then after hours (????)
follow the night call forward route.
Is this something Symposium would handle?

If this is more Time of Day Routing, then I don't have a clue.

Pls advise

Tks
Jimbo

 

[rfwhite]

These answers are based on my guess that you're using SCCS 4.2.
Answer 1- Standard_Agent_by_Supervisor in the real time displays should show what you want.

Answer 2- Yes, there is a lot of flexibility in Symposium for time-of-day or routing based on other criteria.

 

[tonyrico]

I haven't been able to find any real time display that shows an agent and all of the skillsets that (s)he is logged on to, not just the one (s)he is actively speaking on. MAX used to display this information and we miss it.

I know in Configuration you can pull up the agent and see, but it would be so much nicer to have it included in RTD.

We are SCCS 5.0
thanks, tonyrico