BCM 400 Call Pilot skillset 1

[niaoer]

We have a call centre running and the agents need to do some off queue work. In order to track down the off queue time properly, someone brought up an idea to create a dummy queue without any incoming calls. My question is how to set up an active queue but no calls come in.

Thanks,

 

[biv343]

If I'm understanding correctly, you want to build a skillset for agents to log into when they are working, but not expected to take calls?

You can build a skillset, assign the agents to it, but don't route anything to it via auto attendant inbound lines. Agents would log out of their usual skillset, then log into that skillset when they are doing whatever they are doing. Since nothing is routed to that skillset, no calls will ever be presented to them.

That's a lot of things for the agents remember. Is there an issue with them putting themselves into 'not ready' when they are doing paperwork or whatever?

 

[niaoer]

You understand me correctly. The call centre manager finds it is hard sometimes to track down the off queue work by reading the report if agents put them unavailable for a few hours. So they don't want agents to log out from the phone system and meanwhile they can monitor the off queue status on the Real Time details screen.

What I have done is I created a new queue and changed the Control Set to None in the Unified Manager. It seems work but i am not sure if it is the proper way of doing this.

Maybe you can advise.

Cheers,

 

[biv343]

Control set doesn't matter. As long as you've built the queue, assigned agents to it and enabled it, you're fine. Nobody will end up in that queue unless they call from outside and happen to know the CDN to dial from the auto attendant.