Hello everyone....
Issue came up where a new Agent ID was created and one of the skills were fat fingered (my own fault...figures). The skill that was fat fingered was an Emergency skill for our HelpDesk (15-20 minutes into the issue after the new Rep logged in, the LOB finally got ahold of me and it was resolved in a few minutes).
Now needless to say this has grabbed the attention of Senior management, and their concern is with any manager out on the floor having the ability to "accidentally" push an Agent into one of the Emergency or Holiday skills at any given time.
This is where the issue comes in, as I just found out that Supervisor runs strictly by the permissions you grant to each user, but Emulator takes a blind eye to certain permissions and allows CMS IDs to make changes whether or not the ID has permission set to “Y” “N” or no record for the Skill (the big one here for me being any ID that has Write access to Agent Administration can move Any Agent into Any Skill on the system).
What this boils down to, is that the LOB is going to tell me that they want me to no longer utilize individual Skills for Emergency or Holiday setups, which would mean I would need to go back to the archaic Holiday setups of individually moving each VDN on the system (approx 1200 VDNs – 3 sites) to the Holiday Vectors, then back when the Holiday is done…….meaning lots and lots of failures on the timetables and way way too many man hours verifying and revivifying each of the timetables, then retesting after it kicks off for each client (when I used to do just this it was all around hellish).
Because of an issue last year where the IP to Supervisor went down, and Emulator was the only working solution for 2 days, the LOB had deemed that every Manager get both Supervisor and Emulator loaded onto all workstations…..
Does anyone have a workaround/solution to still be able to use Holiday & Emergency Skills day to day, while somehow not running the risk of Managers fat fingering or maliciously moving Agents into those skills through emulator?
I have Avaya looking into ANY other solutions, and also wanted to post here, as there is lots of good talent out here, and I am hoping some others have seen/run into this themselves and already have a workaround to use…….
Thanks in advance (sorry for the Real long post),
RVelle
Issue came up where a new Agent ID was created and one of the skills were fat fingered (my own fault...figures). The skill that was fat fingered was an Emergency skill for our HelpDesk (15-20 minutes into the issue after the new Rep logged in, the LOB finally got ahold of me and it was resolved in a few minutes).
Now needless to say this has grabbed the attention of Senior management, and their concern is with any manager out on the floor having the ability to "accidentally" push an Agent into one of the Emergency or Holiday skills at any given time.
This is where the issue comes in, as I just found out that Supervisor runs strictly by the permissions you grant to each user, but Emulator takes a blind eye to certain permissions and allows CMS IDs to make changes whether or not the ID has permission set to “Y” “N” or no record for the Skill (the big one here for me being any ID that has Write access to Agent Administration can move Any Agent into Any Skill on the system).
What this boils down to, is that the LOB is going to tell me that they want me to no longer utilize individual Skills for Emergency or Holiday setups, which would mean I would need to go back to the archaic Holiday setups of individually moving each VDN on the system (approx 1200 VDNs – 3 sites) to the Holiday Vectors, then back when the Holiday is done…….meaning lots and lots of failures on the timetables and way way too many man hours verifying and revivifying each of the timetables, then retesting after it kicks off for each client (when I used to do just this it was all around hellish).
Because of an issue last year where the IP to Supervisor went down, and Emulator was the only working solution for 2 days, the LOB had deemed that every Manager get both Supervisor and Emulator loaded onto all workstations…..
Does anyone have a workaround/solution to still be able to use Holiday & Emergency Skills day to day, while somehow not running the risk of Managers fat fingering or maliciously moving Agents into those skills through emulator?
I have Avaya looking into ANY other solutions, and also wanted to post here, as there is lots of good talent out here, and I am hoping some others have seen/run into this themselves and already have a workaround to use…….
Thanks in advance (sorry for the Real long post),
RVelle