Hi Andrew,
We have developed custom wallboards where we can pull all such information and can show on the screen. We are not doing what you intend to do now, but the ability to pull the skills information for each call will enable us to show the breakdown if we want to do so.
We have used ICWS to build the custom wallboard.
Regards
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Vineet Kakroo
FIL Investment Management Ltd
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Original Message:
Sent: 11-30-2018 08:32
From: Andrew Wooster
Subject: IVR Marquee
We have a 5 option IVR that applies a specific skill to the incoming call depending on which option the customer chooses. All calls still go into the same workgroup, but the different skills allow only agents with those skills to take the call. Is there a way to create a marquee that divides the incoming calls by which IVR option the customer chose or based on the skill assigned to the interaction? We would want to see how many calls are waiting for option 1 and how many agents are available who have the option 1 skill plus the usual statistics: Agents on Calls, Abandoned Percent, etc.
Thanks,
Andrew
#Unsure/Other
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Andrew Wooster
Genesco Inc.
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