Hello,
Does anybody know how to make preferred agent option work on CCEM/EMC 6.4 ? What What we are trying to achieve is to use Preview Contact for outbound campaigns and we want to use preferred agent to make sure that only the agent that we've specified receive the specified work item. If he is not staffed then the work item will wait for him. If you can come up with some other workaround for doing this it will be appreciated.
The only way I can think of doing it with CCEM, if preferred agent is not the way to do the job, is to create different campaign for every agent, have different VDN for everyone and maybe even different skill, which already looks like administrators hell, especially if we decide to use it for more than the 25 agents that we want to start with
Does anybody know how to make preferred agent option work on CCEM/EMC 6.4 ? What What we are trying to achieve is to use Preview Contact for outbound campaigns and we want to use preferred agent to make sure that only the agent that we've specified receive the specified work item. If he is not staffed then the work item will wait for him. If you can come up with some other workaround for doing this it will be appreciated.
The only way I can think of doing it with CCEM, if preferred agent is not the way to do the job, is to create different campaign for every agent, have different VDN for everyone and maybe even different skill, which already looks like administrators hell, especially if we decide to use it for more than the 25 agents that we want to start with
