At our call centre we have multi-skilled agents. They can take calls from any of 5 different clients ( skills). Recently, out of these 5 cleints, we have been asked to make some outbound calls on behalf of 2 of our clients and we need to track the agents time on outbound calls for these client. These agents would be placing the outbound calls between inbound calls. By default all outbound calls are logged against the first skill defined only. How we can generate outbound calls report from CMS for each skill separatly using the same multiskilled agents as we have manpower issues. Any suggestions?
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Logging multiskilled outbound calls
- Thread starter vsunh
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how about creating a vdn that points to a vector that routes to 9? agent can dial that vdn, the vector will dial 9 and the agent can complete the number string by dialing the rest of the digits. It will at least give you cms statistics. good luck.
ezncool
I have no technical solution to your management problem
ezncool
I have no technical solution to your management problem
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