ccr don't want to use overflow

[IPOfficeIreland]

hi all
client using ccr but they want to have a 2nd login for each agent so that when they are doing admin work if calls are queuing too long they will still present to the agents. problem is that as you can imagine, overflow calls are a nightmare when it comes to reporting so trying to avoid this. have suggested wallboard showing calls queuing but the agents desks are not in positions to be able to view wallboards. maybe a bell would sort it, but is there any feature to take an agent out of dnd if calls in queue hit x seconds?

 

[hairlessupportmonkey]

a second login?

ACSS - SME
General Geek

 

[IPOfficeIreland]

the 2nd login is what I am trying to avoid as this user would be in the overflow group, and as you know if a call overflows to this group/user it won't appear on reports.

 

[hairlessupportmonkey]

why not just use the break (DND) feature which is reported on, so when agents are busy they can use a reason code then.

also on the queue use the HG alerting feature to ring an analoge phone or external bell....

other than that, beat the agents with a stick and fire the call centre manager.

ACSS - SME
General Geek

 

[IPOfficeIreland]

yea, looks like the bell is a winner here