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In Search of Best Practice

Mar 09, 2017 09:21 AM PST
Mark Vawter
All-Mode Communications Inc
I know at one point in time there was an issue with having ECC agents also residing in an active hunt group. Reason being if agent took hunt group call it locked them in a "Incoming" state thus forcing them to log off the log back in. As the vendor we make every effort to steer customers away from adding agents to active hunt groups. We have recently received requests to put agents in a pickup group in case agent can't answer ECC call, another agent could utilize "pickup" in order to take that call. My question....

Would this be considered outside ECC best practice? Considering myself to be "Old School" when it comes to call center enviroments (Nortel Symposium/CCMS/CCMA ...adding agents to either hunt groups or pickup groups for the express purpose of answering a call being presented to another agent seems a bit outside design intent.

Thanks in advance for your thoughts and advice.

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