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

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,

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