<div dir="ltr">I wouldn't worry too much about cluttering up your scripts (or apps, or triggers).<div><br></div><div>First and foremost, I would worry about reporting. Does the solution allow the stock reports to adequately meet the needs of the reporting personnel?<div><br></div><div>Second, I would worry about ease of execution for the Agent. Are the Agents able to easily execute this escalation?</div><div><br></div><div>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.</div></div><div><br></div><div>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).</div></div><br><div class="gmail_quote"><div dir="ltr" class="gmail_attr">On Mon, Aug 5, 2019 at 9:25 AM Johnson, Tim <<a href="mailto:johns10t@cmich.edu">johns10t@cmich.edu</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex">
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<p class="MsoNormal">Hello,<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">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 1<sup>st</sup> tier agents queueing calls for 2<sup>nd</sup> 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.<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
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An application/trigger for each tier. The 1<sup>st</sup> 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.<u></u><u></u></li><li class="gmail-m_7996109531577418134MsoListParagraph" style="margin-bottom:12pt;margin-left:0in">
A second trigger on the application, and a Get Call Contact Info step to grab the called number and queue the call for 2<sup>nd</sup> tier CSQ based on that. The 1<sup>st</sup> 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.<u></u><u></u></li><li class="gmail-m_7996109531577418134MsoListParagraph" style="margin-left:0in">A Get Digit String that is used at the “welcome” prompt, which can be used by the 1<sup>st</sup> 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?
<u></u><u></u></li></ul>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">Thanks!<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">Tim Johnson<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
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