Hi - this query might be a bit of a stretch, but I'm hoping for some insights (or to confirm my suspicions that this cannot be done in the platform in its current iteration).

We have multiple call center locations and have to use logical workgroups to breakout agents in each call center site.  The issue is that there is no current means to see call activity that might be central to a given location.  All of the current locations have calls that route from one queue.  The preference would be to keep that one queue, but be able to use some type of logic that would allow us to see call activity from the queue broken down by call center site as the calls are active.

Any advice that can be shared would be greatly appreciated.  Thanks!
#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Barry Farrington
PureConnect Administrator
Long Term Care Partners, LLC
------------------------------

You could add a custom attribute to the call that represents the Site and then create a Queue Column for that attribute.

You can then add the queue column in ICBM which would let you see which site each call "belongs" to and potentiall sort by theat column etc.

Would that help?

Great idea!  I assume the attribute would be added at the agent level in Administrator?

------------------------------
Barry Farrington
PureConnect Administrator
Long Term Care Partners, LLC
------------------------------

Original Message:
Sent: 05-05-2020 18:00
From: Paul Simpson
Subject: Assigning Calls to Multiple Workgroup Queues at The Same

You could add a custom attribute to the call that represents the Site and then create a Queue Column for that attribute.

You can then add the queue column in ICBM which would let you see which site each call "belongs" to and potentiall sort by theat column etc.

Would that help?

------------------------------
Paul Simpson
Senior Technical Instructor

Original Message:
Sent: 05-05-2020 14:52
From: Barry Farrington
Subject: Assigning Calls to Multiple Workgroup Queues at The Same

Hi - this query might be a bit of a stretch, but I'm hoping for some insights (or to confirm my suspicions that this cannot be done in the platform in its current iteration).

We have multiple call center locations and have to use logical workgroups to breakout agents in each call center site.  The issue is that there is no current means to see call activity that might be central to a given location.  All of the current locations have calls that route from one queue.  The preference would be to keep that one queue, but be able to use some type of logic that would allow us to see call activity from the queue broken down by call center site as the calls are active.

Any advice that can be shared would be greatly appreciated.  Thanks!
#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Barry Farrington
PureConnect Administrator
Long Term Care Partners, LLC
------------------------------

You define the queue column with a display name and the name of the actual call attribute. For example, the "Call Center" queue column might be the call attribute "call_center".
You could then, define the Call Center to which the users belong and store it on the user as a custom attribute.
To finalize the setup, you would put code in the handler "CustomAcdProcessCall_AlertSuccessful" to lookup the target agent's custom Call Center attribute, and assign the value to the call_center attribute on the call.

At that point, anyone who has access to that queue column (remember to assign permissions) can include it on the screen in ICBM.

------------------------------
Wayne Rhodeback
Astute, Inc.
------------------------------

Original Message:
Sent: 05-05-2020 19:07
From: Barry Farrington
Subject: Assigning Calls to Multiple Workgroup Queues at The Same

Great idea!  I assume the attribute would be added at the agent level in Administrator?

------------------------------
Barry Farrington
PureConnect Administrator
Long Term Care Partners, LLC

Original Message:
Sent: 05-05-2020 18:00
From: Paul Simpson
Subject: Assigning Calls to Multiple Workgroup Queues at The Same

You could add a custom attribute to the call that represents the Site and then create a Queue Column for that attribute.

You can then add the queue column in ICBM which would let you see which site each call "belongs" to and potentiall sort by theat column etc.

Would that help?

------------------------------
Paul Simpson
Senior Technical Instructor

Original Message:
Sent: 05-05-2020 14:52
From: Barry Farrington
Subject: Assigning Calls to Multiple Workgroup Queues at The Same

Hi - this query might be a bit of a stretch, but I'm hoping for some insights (or to confirm my suspicions that this cannot be done in the platform in its current iteration).

We have multiple call center locations and have to use logical workgroups to breakout agents in each call center site.  The issue is that there is no current means to see call activity that might be central to a given location.  All of the current locations have calls that route from one queue.  The preference would be to keep that one queue, but be able to use some type of logic that would allow us to see call activity from the queue broken down by call center site as the calls are active.

Any advice that can be shared would be greatly appreciated.  Thanks!
#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Barry Farrington
PureConnect Administrator
Long Term Care Partners, LLC
------------------------------

As @Wayne Rhodeback said, some Handler work is needed if this is something you want to happen once an Agent has been selected.

Custom Queue Columns are covered in the Admin class
Handler modifications are covered in th Interaction Center Handler Developer class.

In addition, you may want this information available to you in the reports? Either to filter the report, to group it, or simply to display the information in each row. If so, the recentlt release PureConnect Custom Reporting class covers how do to this...

(Gotta sell the training!)

HTH
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