Alert supervisor

[FONEGUY]

FIrst of all I would like to thank everyone that submits and replies to this forum , this is a great resource .
We have a 4.0 SCCS ( soon to be 4.2 with web client ), Option 81C and MM Rel. 13 .
I would like to devise some way to alert the supervisors when a skillset(s) reach a certain threshold , in particular when the number of calls waiting reaches a certain number . We don't have reader boards and our supervisors try to be on the floor not chained to their PC watching ( novel concept ) . My first thought is to have Symposium call their pager but I'm open to suggestions .We presently don't have the luxury of having extra agents logged in at all times to handle the peak times or to cover the phones during break or lunch .
Any comments or suggestions will be greatly appreciated .

 

[ErwinStevanus]

Foneguy,

You can use Graphical Real Time Display (GRTD). GRTD will actually act as a wallboard (I've got feedback from our customers that GRTD are actually better that wallboards).

What you will need is 1 PC with big monitor so that the supervisor and agents can see the window clearly. We have implemented GRTD with a 50 inch screen for our customer.

Basically, you can have multiple windows which display skillsets and application status (answered, abandoned, waiting, agent available, agent not ready etc). Also, you can have agent map which display the status of your agent based on color.

Also, you can set some actions (window flashing, system beep etc) once the threshold is exeeded.

Hopefully this will fulfill your requirements

 

[Sympology]

Our call centre has gone one better. All the apps are all on one diplay, projected onto a wall..
Ever seen GRTD at 20ft x 15ft (ish). The stats have improved massively.
Plus each bank of desks has a display with their stats at the end, so the teams can easily see calls waiting
Stu..

2 decades from retirement, 2 minutes from a breakdown

 

[FONEGUY]

Thanks for the suggestions .