Hi,
My organization really appreciates Queue Metrics for the most part but we have some behavioral issues that we're trying to address which I believe could be easily addressed with some error checking in Queue Metrics. I'm hoping it's already capable but not enabled in our installation.
Here's are the scenarios:
Scenario A: Agent A logs into the Webui and runs "Add Member" for their appropriate queue. In the process, not paying attention, they enter their numeric password under "Extension" rather then their current extension, or they have a typo in their extension (ie. ext 2105 gets entered as 2015). Queue metrics accepts this information and adds the bogus extension to the provided queue resulting in high wait times and an agent not taking calls.
Scenario B: Agent A logs into the Webui and runs "Add Member" for their appropriate queue. In the process, they have a typo in the extension number which happens to coincide with the active extension of Agent B in a different queue. Agent B then starts receiving calls for a queue that they aren't a functional member of.
Here are my requests:
Scenario A: is there a way to confirm the extension being entered is an invalid extension and prevent it from being added to the queue?
Scenario B: is there a way to confirm that the extension provided is in use elsewhere and prevent it from being added to the queue until it's otherwise removed from use?
As an FYI, we are using hot desking. Let me know if this isn't clear enough and I'll clarify as needed. Thanks in advance!
Mike.
