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  • 1.  Viewing Active Queue Calls by Location w/o New Functional Workgroups

    Posted 06-10-2020 14:59
    Hi to all!

    I'm looking to see if anyone has ideas on how to view queue calls that are shared by multiple locations, but be able to filter on just a specific location without having to go through the process of creating new functional workgroups.  The caveat is that all calls would come in via one workgroup queue, but the goal is to be able via - whether in ICBM or IC - the calls for that workgroup queue that are being handled in a given call center location.

    Example - in IA, we can assign a "location" value to an agent profile, but where/how could that location value be used to filter down to the active call data for a given call center location.  Or we could demographic values on the agent profile that could be used (which we do when looking at the "members" view, but could any of this be applied at the queue view level?

    Thanks in advance!


    #ArchitectureandDesign
    #PlatformAdministration

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    Barry Farrington
    PureConnect Administrator
    Long Term Care Partners, LLC
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  • 2.  RE: Viewing Active Queue Calls by Location w/o New Functional Workgroups

    Posted 06-10-2020 15:04
    You could assign an attribute to the interaction post ACD alert that is based on the agent that the interaction was assigned to, and then add a queue column for that attribute.

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    AARON LAEL
    State of Utah
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    Original Message


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