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Thomas O'Donnell

Joined Aug 11, 2022

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Last activity Oct 18, 2022

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Thomas O'Donnell created a post,

Post Feedback - Voice (Talk)
Talk - Skills Based Routing

Has anyone been able to figure out how to implement a skills based routing for Talk Enterprise app?  

Need to roll calls to agents in other queues when calls in queue reach x number and get bumped to another skill queue.  I have the queues built in the IVR.  Using digital lines. 

Calls need to be routed BEFORE they are answered and become tickets. 

Have not seen ZD for sometime but cannot believe that the TALK app does not have this basic contact center functionality. 

Posted Oct 18, 2022 · Thomas O'Donnell

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Thomas O'Donnell commented,

Community comment Feedback - Reporting and analytics (Explore)
Community
I'm very frustrated with just tying to get basic information from the reporting system.  This is the most complicated and confusing way to build reports I have encountered in 30 years in the CC industry. 
In other systems it is easy to find basic talk stat metrics. 
Wanting to find data should be point and click and easy to grab. 
 
For Example Producing a report that provides this basic data is a 20+ step process were a person needs to be a borderline a programmer.  CC leaders are NOT techno people, we are people who work with people we are not programmers. Know your customer base. 
 
Incoming calls (per hour, day, week, month, year or per agent/team)
ASA
# abandoned
# to voice mail
Aver Handle Time 
Aver Talk Time
Aver After Call Work Time
 
In all other systems I have worked in it was a point, grab, click of the metrics listed above.  
 
Myself and my supervisors are not able to produce simple productivity reports that are consistent between them in looking at data, because of the 20+ step process to produce a report.  Plus, we have people who are not CC people and do not understand the technology/verbiage yet. 
What am I missing here, because I cannot be the only person/group with this issue.  If there are canned reports that are already built I have not been able to find them. 
 
If there is a way to dump this raw data out to Excel that would be helpful but this interface is not working for me or my team. 
 
If you do not cater to the none tech user and only focus on the technical resource your platform has not advanced past the command line education needed back in the 80's and 90's.  If I had been here for the purchasing decision I would not have purchased this platform, just for this reason alone.  THIS IS A BIG DEAL. 
 

View comment · Posted Aug 11, 2022 · Thomas O'Donnell

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