We have a group of agents that belong to five queues. Each agent has varying skills in each queue. The agents want to know what queue a call is coming from when presented. Is there something in Finesse or on the phone itself that will allow this function?
You could implement a Whisper announcement.
Basically that plays a recorded brief informational message that only the agent hears.
WHat flavor of Call Center are you, UCCX, PCCE or UCCE?
It's sad that this was a default feature of the previous Agent software Cisco had, and now it's gone.
I think you'll find that, at least for UCCX, sending the CSQ name over as Enterprise Data in a Finesse layout, will be the best option.
A custom built Finesse gadget could be the solution.
The finesse gadget can display the name of the Queue to the agent on call offer
This is fairly straight forward depending on what CC you have but the principle is the same
Each inbound has a single script to agents a, b, c
Set a call varible in the script such as sale and then apply it to call varible PV1 you set up in finesse
Single script, multiple ivr options
As above but on each leg of the ivr assign the call variable PV1 as above sales, accounts etc and again. Every call on the different legs will be assigned a text field sales, accounts etc
Single script multiple inbound numbers
Set the call variable based upon the dnis
In all cases make use the same call variables are assigned in finesse admin
Hope that helps