Agent Assist

[BAC42]

Hi,

We are running a 250 seat call centre from a s8700 running CM3.1 and CMS-R12 using CallMaster V's.

Agents currently have no agent assist button setup, but due to our heavily multi-skilled setup we would like the destination of the assist button to be a skill or supervisors which is relevant to the call that the agents is currently on. However, the skill setup page wont allow a non-extension to be entered.

We can get this to work, but in a messy way, (enter extension number which is call forwarded to the four digit virtual extension of the skill)

any better ideas?

Thanks

BAC42

 

[G van Hamburg]

In my opinion you need to go to the huntgroup screens and fill in the supervisor of that skill.

Then on the phone create an assist button but leave the skill blank.

The system will find out where to go if assist it pressed.



Plan your work............Work your plan

 

[BAC42]

Thanks for your reply.

However, unless I have mistaken your reply, that only allows for a single supervisor per skill. We have multiple supervisors per skill, how do we configure the system so that it finds an available supervisor for a skill, when we want to reconfigure the system from the shift pattern each hour?

ideas?

Thanks

 

[G van Hamburg]

I did that once but it was a hell of a job. I kind a created a time of day but that was for morning, afternoon and night. So each part of the day was routed to other vectors and skills, thus supervisors. Since you have a lot of different ti,e of days it will be a hell of a job. I suggest to keep it simple and let the supervisor extension move with the supervisor. (login under 1 ID)

Plan your work............Work your plan