- Silver, 250 points or more
Community Spotlight Award,
Best Publication, November 2015
I have a customer who is saying that some functionality has been broken during recent changes to their system. She is claiming that call center agents used to have a "divert" button on their phone that would send a call back to the queue and make an agent not ready. I think she's talking about iDivert, but I don't see how that could possibly workâ¦.unless it's just an accident. Below is an excerpt. Have anyone ever heard of this?
"I have used this feature several times and noted that the call goes to the next available tech. One of my techs tested by waiting until there was only one call in the queue and diverted the call and it did, in fact, go to the next available tech. Also, if this helps, once you selected the divert option, the tech was automatically place in a not ready status as if an agent is offered a call and doesn't pick up within the configured time. It is my belief that if all techs were busy, that the call would keep its position within the queue until a tech was available to assist."
Any assistance appreciated.