user/agent belongs to multiple CCR agent group?

[jyang12]

Can I put user/agent under multiple CCR agent groups and got a calls reported in CCR? We want to make sure no stats is missed out due to different HG/CCR group membership. If this is possible what're the parameters that we should pay attention to, i.e. Ring Mode, Overflow Mode, etc.?

Thanks!

 

[tlpeter]

Yes agents can be in multiple CCR groups.
The groups should never be set to collective ringing as this will mess up the reporting.


BAZINGA!

I'm not insane, my mother had me tested!

 

[jyang12]

Thanks tlpeter, is that it - just stay away from collective ringing?

 

[tlpeter]

I would better stay away from CCR but that is a different ballgame
Yes that is it for groups.


BAZINGA!

I'm not insane, my mother had me tested!

 

[jyang12]

Well see the whole point is we're looking at the CCR reports and realize we're missing some of the stats due to those agents belong to 2 HGs, one of which was not checked on as CCR agent group. In order to track the stats for those agents properly I have to tag that HG as CCR agent group(I can already see that HG/queue shows up in CCR after). But now I'm concerning did I mess something else up? I hope the answer is No

 

[hairlessupportmonkey]

try explaining to a customer why you cant have average answer time for each agent in a collective ring group. they just dont understand. its hard work sometimes. this customer has chronicall and its taken 6mths to convince them running their call centre based around agents while trying to route calls based on language preference and have decent agent stats with collective ring groups is a bad idea. then they spend the whole time blaming the reporting software for inaccurate stats or lack of reporting!!!

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