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  • 1.  Reports on the choice of queues to work

    Posted 12 days ago

    I have an operation with permissions that allow agents to select the queues in which they can be active to work. However, it's crucial to have control over these movements because there have been cases where the agent needed to be active in the queue but wasn't activated.

    Is there an alternative that enables this monitoring? In the agent's performance state, it's not possible to observe this behavior.


    Andres Galindo
    Global Networks Solutions S.A.

  • 2.  RE: Reports on the choice of queues to work

    Posted 4 days ago

    You can observe that with some triggers and workflows, but that seems a bit much.  You could also give them a client app that only offers them the queues you want them to activate themselves in.  This would require a hosted web service until we get the cloud functions.  Third, you could assign them to a group and have the group in the queue they MUST be in and then individually assign them to the other queues so they can activate in and out of them all they want.  I really am not a fan of agent-controlled activation and suggest you looks at other automation like Bullseye routing, skill expression groups or other means to selectively move agents in and out of routing decisions.  Self-activation is just asking for abuse.  

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

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