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<p class="MsoNormal">Hello,<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></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.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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<li class="MsoListParagraph" style="margin-bottom:12.0pt;margin-left:0in;mso-list:l0 level1 lfo1">
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.<o:p></o:p></li><li class="MsoListParagraph" style="margin-bottom:12.0pt;margin-left:0in;mso-list:l0 level1 lfo1">
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.<o:p></o:p></li><li class="MsoListParagraph" style="margin-left:0in;mso-list:l0 level1 lfo1">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?
<o:p></o:p></li></ul>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Thanks!<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Tim Johnson<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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