Hi there,
We have 6 queues. Each queue has the same 13 members.
We have the following roles people can get during a certain workday:
Phone
E-mail
Changes
Crossover
We use Bullseye routing to determine in which order our agents get the incoming phone calls. So it works like this:
1. Phone - Gets called first.
2. Crossover - Only gets called if all people who have the "Phone" role are already in a call.
3. E-mail - Only gets called if all agents in number 1 and 2 are already in a call.
4. Changes - Only gets phonecalls in extreme situations, where agents in 1, 2 and 3 are all in a call.
This works perfectly for the way we want it. However, we manually have to change the bullseye ring number people are in very often, because the roles change regularly. So if someone changes from the role "Phone" to the role "E-mai", we have to change his bullseye ring number in each queue(6 times). This takes up a lot of time.
Is there a way to automate this? So if I change an agent's bullseye ring number in one queue, it will change his/her number in all queues? Or maybe another way to achieve this a lot quicker? Perhaps there's some plugin on the market for this already?
I've googled a lot for this, but I can't find a solution.
Thanks in advance!
#Routing(ACD/IVR)------------------------------
J.L.M. van Loo
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