Why do we observe the Pos ID and not the Agent ID? 1

[chippowell]

Just out of curiousity, what’s the reasoning behind a supervisor observing a Position ID rather than an Agent ID? The Pos ID is tied to the phoneset, and the Agent ID is tied to the human being. Wouldn’t a supervisor care more about the agent than the phoneset? In our environment, generally the same agent sits at the same phone each day. I know in other places there’s more hoteling going on. Wouldn’t that make it harder? “Where is Joe sitting today? Which Pos ID? I’ve gotta observe that guy, he’s been screwing up!”

At the very least, it would be great if this was something I could configure at the admin level. Or can I?

 

[Pir8Radio]

If I am thinking correctly... the observe function can be done on a basic ACD without symposium, and is a switch/pbx function.. Agents on the pbx are have position ID's. Agent ID's and their names, different skills, are all symposium thing.

 

[chippowell]

That makes sense, and I'm sure that's the reason.