[cisco-voip] UCCX Call Escalation/Tiered CSQs

[Anthony Holloway]

I wouldn't worry too much about cluttering up your scripts (or apps, or
triggers).

First and foremost, I would worry about reporting.  Does the solution allow
the stock reports to adequately meet the needs of the reporting personnel?

Second, I would worry about ease of execution for the Agent.  Are the
Agents able to easily execute this escalation?

If I had to pick one of your three options, Option 1 would be my choice.
This would allow Application level reporting (real-time and historical),
not just called number and/or CSQ level.

I didn't quite understand why your Option 3 uses a Get Digit String.  Can
you explain that?  Also, this option would not allow Agents to take
advantage of a blind transfer (a speedier option for escalating calls).

On Mon, Aug 5, 2019 at 9:25 AM Johnson, Tim <johns10t at cmich.edu> wrote:

> Hello,
>
>
>
> I’m looking for ideas on how people setup their applications/scripts when
> handling call centers with multiple tiers of support. More specifically,
> how do you handle 1st tier agents queueing calls for 2nd tier agents?
> Below, I’ve provided three ways I can think of to achieve it, but I’m
> curious if someone has a better idea.
>
>
>
>    - An application/trigger for each tier. The 1st tier agent transfers
>    the call to the trigger for the next tier. Benefit of this being that the
>    scripts are broken out and there’s not as much clutter in each.
>    - A second trigger on the application, and a Get Call Contact Info
>    step to grab the called number and queue the call for 2nd tier CSQ
>    based on that. The 1st tier agent would transfer the call two the
>    secondary trigger. This makes for a more cluttered script, but you don’t
>    have to cross reference anything.
>    - A Get Digit String that is used at the “welcome” prompt, which can
>    be used by the 1st tier agent when they do a supervised transfer to
>    the trigger on the application. This again makes for a more cluttered
>    script than doing two applications/triggers, but maybe makes it easier to
>    manage and do reporting on?
>
>
>
> Thanks!
>
>
>
> Tim Johnson
>
>
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