Symposium question

[CoilCord]

Let's say "after hours" starts at 8pm. An agent takes a call at 7:50 and stays on the call until 8:30pm. In the meantime, a call comes in at 8:05. Should the caller get the after hours message? Or will it wait in queue until the agent that is logged in is done with her call?

 

[janeenaj]

if you have a afterhour time check and after hour treatment prior to any queueing to the skillset, then the caller will get the afterhour treatment; otherwise the call goes to the agent

 

[CoilCord]

They are saying that the caller should get the after hours, but has been getting queued up. Where would I check my after hour time check and after hour treatment? Somewhere in the scripts?

 

[janeenaj]

Depends - for Symposium Call Center Server (SCCS) look in the scripts, start with master script and work your way towards primary script then secondary.

For Symposium Express Call Center - check the call treatment wizard