Transfers and Statistics 2

[DoubleDyno]

We have a new ACD group forming. The group will essentially be comprised of four teams (skillsets).

The first team will receive and triage all calls. Calls will then be forwared to skillset 2, 3, or 4.

Will Symposium be able to give proper agent reporting for teams 2 - 4? Is this handled in scripting?

Thanks.

 

[rfwhite]

Yes, there are several different ways you can extract info about the skillsets. You probably won't need anything special in the scripting unless you're looking for something not covered by the 'canned' reports Symposium already has.

 

[DoubleDyno]

Thank you. I suspected that this was something that would be handled in a normal fashion, but have very little Symposium experience. Though, I'm getting it by the boatload lately.

Can you expand a little on the "several different ways" to extract info? Are you referring to the numerous canned reports or other things that need to be done to access the data?

The canned reports should be enough for us to start. As long as these supply proper data for the agents, we'll be happy.

 

[DancingDave]

DoubleD, will your agents be single skilled or multi skilled? Symposium allows you to report on an agent level against several skillsets and vice versa.

I take it the triage team will just transfer/conference calls to the appropriate CDN for teams 2,3 or 4.

If the redirection is basic or there are several regular request types, you might want to consider using a voice menu to redirect calls (possibly with an option to speak to an agent (Team 1). Obviously, this may not fit if the calls need human understanding to route them.

If you need a hand to script this, there are plenty of examples on this forum.

DD

 

[DoubleDyno]

Thanks Dave.

Agents will be single-skilled in this instance. We've got a larger call center with multi-skilled agents, so this isn't the first I've worked with it, just the first time we're triaging .

As I understand it, Team 1 will just be transferring to the appropriate sub-Team. We are a hospital and this is for our Referral Office. The teams will be something like - New Patients, Appointments for Existing Patients, and Prescriptions.

Thanks for the info on scripting. I should be receiving help from our vendor as well.