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  • 1.  management of agent pooling and distribution of secondary status

    Posted 03-19-2024 12:09
    No replies, thread closed.

    Hello,

    Does anyone have any expertise on the best way to manage the mutualization of agents between several divisions, from the point of view of distributing secondary status, etc., or even without mutualization, when an agent on an activity does not perform any action (call, back office, etc.) that would enable us to know which activity he or she is working on.
    This is a handicap for activities where we invoice logged hours.

    Thanks




    #ArchitectureandDesign
    #PlatformAdministration
    #QualityManagement
    #Reporting/Analytics
    #Roadmap/NewFeatures
    #Unsure/Other

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    Rihab BEN MALEK
    Teleperformance France SA
    ------------------------------


  • 2.  RE: management of agent pooling and distribution of secondary status
    Best Answer

    Posted 03-19-2024 14:38
    No replies, thread closed.

    If I understand correctly your situation, with Workforce Management you will be able to monitor this scenario.... or, you can use view real-time agent status to monitor manually (hard work).

    Att,



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    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------



  • 3.  RE: management of agent pooling and distribution of secondary status

    Posted 03-20-2024 17:22
    No replies, thread closed.

    hello,

    The data will be collected to produce reports used to bill customers for its call campaigns. 

    Workforce Management or the view real-time agent status are used instead by supervisors to monitor



    ------------------------------
    Rihab BEN MALEK
    Teleperformance France SA
    ------------------------------

    Original Message


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