Agent Supervisor Help Key - CC6 1

[Tman45]

We were wondering if there is a key you can setup for Agents to press to alert our staff via Real Time Display that they need Supervisor Help. What is the best practice for that situation? We already have our supervisors 'roam' the floor but I imagine they want to be more efficient with helping the agents. We have Contact Center 6. I think we might just setup a key to call the supervisor that is monitoring the real time display.

 

[yyrkroon]

on agent set define an ASP key
on supv set define an AAG key

 

[Tman45]

Great post yyrkroon - we will try that as a solution - but there isn't a way to actually change the status on CC6 Real Time Display for this - is there? For example when the agent presses this key will it show on the RTD that the agent is in ASP status - this way the person monitoring the RTD will know the current agent status?

 

[yyrkroon]

Sorry, but no, there's no way to update the RTD...not that i've seen anyway, ASP and AAG and AMG are part of lecacy/standard ACD

 

[Tman45]

Cool - that is what we thought (no way to update the RTD) but that is what our Call Center thinks we can do HAH!

 

[mte0910]

You could create an Activity Code for this, then have the agent manually enter the Code. This would change a RTD that had an Activity Code Column added to it.

 

[Tman45]

WOW! We didn't know about an 'Activity Code Column' - can you give us a hint where to find it (how to set it up) in CC6? Nice POST! Star for you!

 

[sandyml]

When you save a display as a private display, you can add columns. There is a tab for adding columns, and one is for Not Ready Reason Code. You can add this and see why your agents are in Not Ready. But to my knowledge, this is only for Not Ready, and not regular Activity Codes.

 

[Tman45]

Right I don't think we can use the Not Ready Reason Codes ... mte0910 - did you have the way to add an Activity Code Column?

 

[mte0910]

No, Sandy's right. I went back and looked at it and saw that the column only registers Not Ready Reason Codes entered. The Activity code is only applied to the historical reports. Sorry!

 

[Tman45]

Yeah thats a bummer. We weren't sure that there was a way to update the Real Time Displays ...

 

[mte0910]

What about Emergency Help?

CCMS Supervisors Guide...
"To view the Emergency Help, you must have the Emergency Help display open and minimized or maximized on your desktop. If an agents press Emergency on their phoneset when you do not have the Emergency Help component open, you
do not see the Emergency Help details. If agents press Emergency on their phoneset when you have the Emergency Help display minimized on your desktop, the system automatically opens the display.