HI,

I have just started working for a pretty small call centre where we have Symposium CC6. I have always worked with Avaya's so am finding it a pretty big shock working with something new!!

We have 14 different skills that are set up in a skill level script. I have been advised by our consultants that this is best practice. This will only allow us to run the Graphical displays for each skill separated. With 14 skills in a call centre of 60 people 14 screens wouldn't be very practical. Is there a way of setting up skill groups or running the stats grouped/filtered by supervisor?

Sorry if this does not make sense or if I am asking something stupid as I am just trying to get my head around how CC6 works.

Best regards,

Michael

The only way to do it is to set up a Skillset / Agent
filter.

This however, will only show the current call being worked on.

You can set up individual filters down to skillset for the box.

This works fine for the tabular displays but I don't
think you can do a collated total for multiple skillsets
in a graphical display.

Hope it helps a bit.

regards

DaveA

Have you looked at ADD (Agent Desktop Display)? This is a symposium/CC6 bolt-on that will display queue information.

Cheers Iain,

I have asked our IT guy to get some data together on the ADD. Will this allow me to set up custom groups based on the data I get at skill level?

Regards,

Michael

That's the downside. The level of customisation is very limited. With apologies for the long post, please find a somewhat edited version of a paper I produced a couple of years ago.

AGENT DESKTOP DISPLAY (A.D.D)

Background

ADD is an optional of a piece of software for Symposium that emulates wallboard information. It takes the form of a Desktop display on each person’s PC that can either be left in the background as a normal window or can be set to stay in front of all windows (but moved out of the way). It can also be displayed on a palsma screen.

A.D.D. Information

The A.D.D client and the Dacon Wallboards can run in parallel however, it should be noted that the boards and A.D.D. may not display the same information in parallel, this is down to the following:
-The A.D.D client may have different stats available for display compared to the Dacon wallboards due to these being different software
-The Dacon wallboards can accumulate skillsets and display the totals, the A.D.D client displays by skillset
-The refresh rates between A.D.D and the Dacon wallboards may refresh at different times thus displaying different stats

It should be noted that the A.D.D client will operate quicker and more accurately than the current Dacon wallboards.

One point to note is that the A.D.D information displayed is generic across the whole site, in other words the info displayed cannot be varied by department - it would be wise to agree the format for all departments in advance.

Questions

Q1. What stats can be displayed?

A1.
Agents Not Ready Agents In Service Calls Waiting
Max Wait Time Agents Available Skillset State
Longest Wait Since Login Longest Wait Since Last Call Agents Unavailable
Total Calls Answ Total Calls with Delay Calls Ans After Threshold
Network Calls Waiting Network Calls Answered Agents on Skillset Call
Agents on Network Skillset Call Agents on Other Skillset Call Agents on DN Call
Agents on ACD-DN Call Agents on Network ACD Call Expected Wait Time

Q2. How many stat fields can be displayed simultaneously?
A2. As many as desired but not recommended to display more than 5.

Q3. How easy it to define the calculations behind the fields?
A3. There are no calculations to define; all stats are produced directly from Symposium

Q4. Can messages/alerts be defined? (e.g. We currently use messages when there are too many calls in the queue)
A4. Thresholds can be defined for the stats to change colour / blink / beep as these thresholds are met, unfortunately there is no facility to link these thresholds to messages

Q5. What is the refresh rate?
A5. 4 seconds

Q6. How easy is it to change the display?
A6. The displays are set per site so once the decision has been made what three stats you wish to display on the A.D.D client it is applied to all agent A.D.D sessions. All other stats are available via the Symposium Web Client at any time.

Q7. What information would be required from ourselves to set up a pilot group?
In order to setup a pilot group I would need a list of names / staff numbers. We would then require to discuss the requirements for the screen setup for A.D.D with the business areas / BST's - again this will be co-ordinated via the BST

Q8. How long would it take to set up?
As far as my understanding goes the time to setup A.D.D is fairly minimal once all the data gather information is complete.