Complaint Log Key 1

[TomTit]

I have a request from a customer and was wondering if anyone has set up something similiar. The customer is a call centre. They want to provide the facility to agents, that when they answer a call and if this call is a complaint, they agent can press a key on their phone to keep a record of a complaint call. They then want the facility on CMS to be able to report how many complaint calls a particular agent has taken. Any suggestions or advice would be much appreciated.

 

[montyzummer]

IM sure there is a slicker way , but off the top of my head.... you could create a VDN called complaints , in the assosiated vector simply send it to a disconnect statement , assign the vdn as autodial button on the agents phones , then either the agent puts the call on hold and presses the "complaint" button then retrieves the call (not ideal as a complaining customer will not really want to be put on hold even if its a short period) , or the obvious method is as soon as the complaint call is taken the agent then pushes the "complaint" button , CMS can then report on how many calls have hit the complaint VDN.

Like i say there is I'm sure more integrated methods , i will have a think ...but the above is probably the simplest and most rudimentary way of gathering individual data.

ACSS (UC/SBCE/SM/SME)

Not that they mean a thing anymore , get a brain dump pass the test crash the system.

 

[AvayaTier3]

stroke-cnt 0 - 9" and "work-code" buttons can be added to phones and defined in cms

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[montyzummer]

There you go a star for BSH , i did not know of that feature and is indeed much simpler than my method and for all intense and purposes exactly what you require.

ACSS (UC/SBCE/SM/SME)

Not that they mean a thing anymore , get a brain dump pass the test crash the system.

 

[TomTit]

Great stuff guys. I will go and check out BSH suggestion. Much appreciated