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| Tags: customer, option, scenario, service |
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 12-17-2002, 05:35 PM | #1 (permalink) | ||||||||
| Junior Member 
Location: PA, USA Rep Power: 7      | Records on a specific extension My manager has just asked me what would be the best way to change our Option 11 to fix a workflow problem we're having. Currently, "Rick" has DN 6010 on 2 TN's: an M2317 and 500 set (for a cordless). "Lisa" has DN 6066 with an M2006 and also a 500 (for a cordless). Rick is very frequently on the phone with customers, to the point we've resorted to Instant Messaging for internal communication with him. Lisa's job will now include handling some of these customer calls to 6010 and we would like to have her share the load. What's the best method to accomodate this? I've been reading about ACD and currently it's over my head, but I think it's an answer here (probably one of many). -Doc | ||||||||
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| 12-17-2002, 07:48 PM | #2 (permalink) | ||||||||
| Senior Member   jack has no status.
Location: Chicago -- CENTER OF THE UNIVERSE Rep Power: 12 | TRADING POST??? Acd would work but would most likely be overkill for two folks. ACD is best when you have callers/customers willin to wait -- aka Q for next available agent & you need statistics, otherwise not really worth it. MCR would be another option -- same 6010 on both phones allowing access to either party to answer. You could have Rick's phone hunt to Lisa's -- Rick's on phone new caller goes to Lisa, Rick would still take majority of calls under this scenario, might be good might be bad. You could have Rick's 0 out from voicemail land on Lisa's phone. So callers who need immediate service can be handled. Or you could do some combination of all of the above. Without understanding the specfic business challenges your trying to address I can only paint in broad strokes. Good luck!! Post back wuth any questions. Jack __________________ Dogs rollover Phones hunt | ||||||||
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| 12-18-2002, 09:19 AM | #3 (permalink) | ||||||||
| Junior Member
Location: PA, USA Rep Power: 7 | Aging Fast The ultimate setup would be to spread the incoming calls to 6010 evenly between the two users, but sounds complicated. We should try hunting and see how we like it. There are calls to Rick, though, that we wouldn't want going to Lisa, so we'll have to give him another DID DN I suppose? | ||||||||
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| 12-18-2002, 09:42 AM | #4 (permalink) | ||||||||
| Senior Member jack has no status.
Location: Chicago -- CENTER OF THE UNIVERSE Rep Power: 12 | ACD - MQA (Multi Queue Assignment) Be careful what you wish for. The MCR or ACD would be your best bet although in either scenario a 50-50 split is unattainable. The hunting version will require that Rick is on the phone before a call reaches Lisa. Keep in mind that is Rick is on the phone for 45 minutes, Lisa will get all of the calls during that duration. The even distribution model only works well when you have quick hit calls with all of the agents being roughly equal in skills. Good Luck! Jack __________________ Dogs rollover Phones hunt | ||||||||
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