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 05-15-2007, 03:51 AM | #1 (permalink) |
| Junior Member | Call Centre Agent stuff Hi all, Here's a good one... We have a call centre with about 70 agents, most of which are members of 2 groups. Obviously, there are several managers/supervisors for the centre who have DDIs. The managers run Call View RT for monitoring and also run Call View Wizard for reporting. They need to know exactly what each agent is doing during the day. we've added some DND reasons under the DND button so the managers can run reports and see how long an agent is at break/sending fax etc. But, the people with DDIs will not receive calls as they will be in DND for the reporting side of things, but if they go out of DND the managers will not see their stats. Does anyone have an idea of being able to check the daily login/logout activity? Thanks |
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