Messages

16

Running QueueMetrics / Re: Reports

« on: May 11, 2010, 14:16:27 »

May be I am not understanding this correctly, here is what is being said:

Create a agent A
Assign him to the queue B.

Create a supervisor C for Agent A
Give him the visibility for the queue B.

When supervisor C runs the reports for queue B he will only see Agent A and no one else.

If my understanding is correct please let me know.

17

Running QueueMetrics / Re: Reports

« on: May 06, 2010, 17:43:04 »

Adding the way I see it.

Queue 1 has 10 agents in it and is managed by Supervisor A, when Sup A run the reports on the agents tab he sees not only his 10 people but a few other who are part of another group and are not accessible to him via the queue selection drop down on the home screen.

Please let me know if any more inputs are required.

18

Running QueueMetrics / Reports

« on: May 05, 2010, 01:35:54 »

We have multiple support queues and would like to restrict queue data for the queue only to the supervisor for the queue.

For Example - Supervisor for Product A queue should not be able to see data for product B queue. The data should be visible only to the supervisors and the admin and no one else.

 

19

Improving QueueMetrics / Email Alerts

« on: June 19, 2009, 15:47:49 »

EMail Alerts for:

Agent on blank pause
Agent missing a call
No of agents on pause/on call/on no call exceeding a predefined number
inbound Caller using an option on the IVR

... will add more as I come across them.

20

Running QueueMetrics / Re: Salesforce + Queue metrics

« on: June 19, 2009, 15:41:18 »

sales force can be accessed via https://ssl.salesforce.com/ and needs a username and password for access. From what I understand we can combine the two as SF is on http  - can you guide me on how this can be done?

21

Running QueueMetrics / Salesforce + Queue metrics

« on: June 05, 2009, 14:34:48 »

Is it possible?

22

Running QueueMetrics / Reports

« on: June 05, 2009, 13:58:50 »

Is there a way certain reports can be turned off as they may not be required?

We are a inbound support function and hence do not need to see the reports meant  for sales -

Sales per day
Sales per hour
Sales per day of week

23

Running QueueMetrics / Re: Agent Listing

« on: June 02, 2009, 12:45:40 »

Can you give me steps on how this can be done ?

24

Running QueueMetrics / Re: Agent Listing

« on: May 28, 2009, 23:00:17 »

Thanks for the input - we are already using locations and it helps to a certain extent but I am looking for a way which allows me to filter agents based on their queue status - red, orange or green OR list them on a single screen (No location selected) but in their own group (City A or City B). Either one will be help full.

25

Running QueueMetrics / Agent Listing

« on: May 26, 2009, 19:37:33 »

Is there a way I can change the way agent names are listed on the real time monitor or group them under sub groups so that it becomes easier to read through the screen ?