Hi Colin,
That reminds me of the customer I'm currently​ work, they were the same (still on PureConnect) and their maintenance was total chaos. I've made continuous updates to stabilise and improve the setup but one of the crazy behaviours I haven't been able to tackle was the thirst for workgroups, left, right and centre for directories, status monitoring, etc.
Their response is (and I bet you get the same thing) 'we have always done it this way' forgetting to utilise the technical advances the product has made over the years.
Ruud​
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Ruud Reinold
Telecom Service Manager
CapQuest Debt Recovery Ltd.
Seeking new opportunities due to redundancy end of January 2019.
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Original Message:
Sent: 01-08-2019 06:03
From: Colin Padget
Subject: The workgroup activation "enhancement" has caused great problems for one of our customers
Hi, Ruud
I see your point, but there is some history with this setup that prevents us from doing what you suggest. The customer moved from CIC to PureCloud in the early days and thus the setup had to be like this.
Kind regards
Colin
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Colin Padget
Advania AS
Original Message:
Sent: 01-08-2019 04:14
From: Ruud Reinold
Subject: The workgroup activation "enhancement" has caused great problems for one of our customers
​Hi Colin,
We've had this with PureConnect and we reduced the amount of inbound queue's by combining them and using unique skills per inbound queue instead​ so we had in the end 5 queue's and 120 skills saves a lot clicking.
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Ruud Reinold
Telecom Service Manager
CapQuest Debt Recovery Ltd.
Seeking new opportunities due to redundancy in January 2019.
Original Message:
Sent: 01-07-2019 08:01
From: Colin Padget
Subject: The workgroup activation "enhancement" has caused great problems for one of our customers
The PureCloud customer serves 60+ clients using three channels; voice, mail and chat. When agents are moving from handling, for instance, voice interactions to chat interactions they first have to deactivate themselves on 60 voice queues (using 120 mouse clicks) and get activated on 60 chat queues (120 mouse clicks). This process takes a minimum of 240 mouse clicks to fulfill.
Any chance of having a checkboxes for the queues and so the agents can select 60 queues in one go to deactivate and click then click an "OK"-button in order to simplify the process? This will halve the number of mouse clicks and will only require one page refresh when all 60 queue deactivations have been confirmed. The same will be when the agent performs the activation process on the next 60 queues.
Another nice feature would be to utilize the search for queues as the queue names (at this customer) reflect whether the channel is voice, chat or mail. Searching for all queues starting with "Chat" and then a "Select All" button would actually bring the number of mouse clicks requires to under five to deactivate the agent on the same 60 queues.
Kind regards
Colin
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#SystemAdministration
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Colin Padget
Advania AB
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