We have an option 11, w/ Symposium, and webclient. Abandoning calls is not an option.. we currently have calls routed to an MCR key on 32 sets if a call sits in the que for >6 rings. several sets with the MCR button ring and someone in not ready has to answer that call.
Is there a way to acheive this same objective, yet continue to capture stats from the calls that go to the MCR key. (AHT, etc)
Thanks for your help...
-JC
when you route a call to a resource that's not under the control of Symposium (i.e., acquired by Symposium), you lose the ability to capture statistics from that point forward. Since an MCR can not be acquired by SCCS, you can't report on its activity.
Are your "not ready" agents _really_ "not ready" if they are able to answer the MCR call?
Do you use skill-based routing? If you do, here's my suggestion (using a billing call as an example): (a) put your regular agents in Billing_Primary skillset; (b) put your "not-ready" agents in the Billing_Overflow skillset; (c) when the call comes in, queue to Billing_Primary, and in your script, have a loop that'll check the "Age Of Call" intrinsic. If Age of Call > 12 then queue to Billing_Overflow. Of course, your people who usually sit in not-ready will have to be "ready" to answer the calls.
These agents tend to have long wrap times due to the amount of data they are rquired to enter following a call. However, your suggestion may assist with resolving the issue.
Thanks so much for the input..
-JC
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