I have a bit of a problem with one of my contact centers. They want to be able to announce position the customer is in the queue. Normally this would be easy, but I have a problem
The contact center has almost 25 CSQ's in multiple applications for which advisors can be trained in. When announcing the queue position, only that CSQ is used. So the customer gets told they are first in the queue for that CSQ, when they are in fact behind another 30 calls in other CSQ's. Is there anyway to look at multiple CSQ's or an entire team when getting this reporting statistic?
Hope that makes sense, any thoughts appreciated!