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  • 1.  External Access for Clients to one queue

    Posted 07-20-2021 09:27
    Hello,

    We deal with multiple government contracts and have a queue set up for each currently.  One contract has asked for the ability to listen remotely to live calls.  We haven't started using divisions, but would the scenario be possible using divisions?  If that queue was in it's own division, could we give limited access to the government contact so they could listen to live calls and only have access to that queue for remote monitoring?

    Thanks in advance for your input.

    #QualityManagement
    #SystemAdministration

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    Penny Petrie
    Manager of Call Centre Operations
    Camis Inc
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  • 2.  RE: External Access for Clients to one queue

    Posted 07-29-2021 00:48
    Perfect use case for Divisions.  You can place specific queues or agents in that queue and then only users assigned to that division will have access to report data and recordings made on behalf of the agents/queues in that division.  Give them a supervisor role only in that division and you have your solution.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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