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  • Teired Workgroups?

    We have a few work groups that we REALLY want to get to a person.

    Currently they are set to ring to one work group and then roll over to a hunt group, and then back to the WG VM.

    The issue is the reports can't show hold long a person had to wait to get answered etc because they leave the WG.

    What we would love is to be able to set up 3 groups of people; 1st, 2nd, 3rd.

    1st - people that normally answer the workgroup
    2nd - people who could answer the workgroup, but have other responsibilities
    3rd - people who wont be of much help with questions but can transfer people to the right place (75%+ of the calls get transferred) Essentially the entire office.

    A call would start at the 1st group, then if no answer ring it and 2nd group, then all three.

    I could set up WGs that roll over to each other, but then it would make reporting painful.

    Has anyone found a better way to handle work groups that need to be answered?

  • #2
    "I could set up WGs that roll over to each other, but then it would make reporting painful."

    Yep, that's the only solution we've found as well, the painful one.

    We have a few help desk workgroups that does what you are describing.

    1st - Allows one person to be primary HD for first shift, with others as backups.
    2nd - Allows a 2nd person to primary HD for 2nd shift, with others as backups.
    3rd - Allows a 3rd person to be primary HD for 3rd shift, with others as backups.
    4th - Our "Overflow" workgroup where if any of the previous workgroups ring 3 times without an answer, it goes here to ring us all to answer or allows caller to leave a vmail.

    Reporting is a pain.

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