We have an ACD set up for which we have two supervisors who would like to be able to participate in the queue if need be, but generally want to stay logged out. The conditions for which they would join the queue would vary based on staffing, e.g. nothing that I can define overflows for, I don't think.
Assuming they're part of the ACD (KEY 0 ACD), their standard two options for staying out of the queue are NRD and MSB keys. In the NRD case, they still show up as logged in when a DWC key is pressed, which they don't want to do. However, in the MSB case, they don't show up as logged in but obviously also don't receive calls to their personal line (KEY 1 SCR).
Is there an obvious solution I'm missing that will let them not be logged out (an MSB equivalent) that will still let them answer their personal lines?
Assuming they're part of the ACD (KEY 0 ACD), their standard two options for staying out of the queue are NRD and MSB keys. In the NRD case, they still show up as logged in when a DWC key is pressed, which they don't want to do. However, in the MSB case, they don't show up as logged in but obviously also don't receive calls to their personal line (KEY 1 SCR).
Is there an obvious solution I'm missing that will let them not be logged out (an MSB equivalent) that will still let them answer their personal lines?
