Agents in Multiple Hunt Groups

[jps3700]

Hello:

We have a IP 412 system with 2 hunt groups with separarate agents in each hunt. However, the question has come up if agents can be members of more than one hunt group. I haven't tried this personally, but before I go a test this on a production call center I wanted to know if anyone else out there has done this and, if CCC will report the call statistics correctly?

Any assistance would be greatly appreciated.

 

[IPGuru]

Yes

 

[crashtest1000]

Yes is an over simplification if you add in CCC reporting

If your agent is in two groups you will find the group reporting stats will be wrong.

The CCC reporting will only report correct stats on the highest number group that the agent is a member of.

May someone who works in Avaya can explain why this is and the full effect that is has on the CCC reporting.