We are running 2 call centers using CRA 3.1(2). We would like to be able to manually override the scripts so that the call center agents could continue to operate past the normal closing time as needed or to even be available on weekends or holidays if necessary. For ease of use, I would like the agent's supervisors to be able to activate this override without me modifying the scripts.on the fly. A softkey toggle on the supervisors phone would be ideal. We are running CM3.3... Any ideas? Thanks Dick
- GetReportingStatistic (check to see if an agent is logged in)
- If AgentLoggedOn == 0
- GoTo Afterhours
- GoTo Open
That way, between 9 and 5 all calls will go to the Open label, any other hours you can check to see if an agent is logged in, if so go to Open, if not GoTo Afterhours. That way you are never REALLY closed until the agents are all logged out.
For Holidays, do the same. In the Holiday script if todayIsAHoliday is == True, use the same logic. If someone is logged in then stay open, if no you are closed.