Warning for Long Durations calls

[lmtb]

Hi, I see someone had already posted a similar query in the main Meridian forum, but were referred to the Symposium forum...however I still can't find anything, so any help gratefully received.

Is there a way of warning agents that they've been on a call for a certain period of time (approx 20 mins), the agents will be answering premium rate calls and need to warn the caller if the call goes on beyond the regulatory guidelines.

Thanks

 

[captaingadget]

You can do it via the Symposium real time displays or graphical displays by setting the threshold time to highlight agents that are about to exceed 20 mins.

This becomes very messy if you have a large number of agents and is best carried out by a supervisor.

But none the less, you could create a graphical display on each agent desktop which pops to the front of the screen when the threshold is reached.

 

[DancingDave]

Alternatively, you could use a plasma screen to display an agent map (or several screens for several maps). These can also be set to flash/change colour on reaching a certain threshold.

DD

 

[lmtb]

Thanks for that, it really needs to be something on the Agent's Desktops - however if I look at Agent Map in GRTD, there isn't an option to have it pop to the front when it reaches a threshold (unlike some of the other displays).
If I look at Skillset displays then there isn't an option for length of call, (length of wait time I can see). They seem more concerned with number of agents in certain states.

Again I can't see how I can do this with Real Time Displays from either the Fat or Web client - short of having someone watching the displays constantly - which won't happen.

The team already have a couple of plasma displays, for their stats but this needs to be something that will alert a particular agent that they need to warn the caller.

Any clues - am I overlooking something obvious ?

 

[DancingDave]

You could give the agents web client from which they can run an agent map. There is a check box to have the AM pop to the front if any of the thresholds are breached.

Set the AM up for a single user (i.e. the agent themself)

DD

 

[lmtb]

Thanks Dave, typical that the one threshold I don't seem to be able to set, is On_skillset_call.

Think I might have to give up on this one

 

[DancingDave]

lmtb, you can set the agent threshold for skillset call to be 1 second and all others to be high so they won't be exceeded.

There are tick boxes on the agent map config screen that you can use to get the screen to pop to the front when the (skillset) threshold is exceeded.

The only disadvantage is that if others want to use agent thresholds, they will be artificially high/low.

DD

 

[DancingDave]

Just reread your original post. Rather than setting agent skillset call threshold at 1, you'd set it at 19 minutes 30 secs.

DD