Permit the supervisor change the day and time

Hello

What is the best way to allow the supervisor determine what time or what day the officers will be available to answer calls?

The normal schedulle in my contact center is 08:00 to 17:00 in the week, but the supervisor want to change that in a few days or in a few weekends. Some options, I think I could solve this problem:

(1) the script read an XML document, published by the contractor with the data and time

(2) the contractor enters day and time settings in the Application Page of CRS

(3) other?

Thanks in advance

André Lomonaco

I did something similar for our contact centres who want to open the occasional weekend. Basically, I have a script that can close the contact (e.g. for emergencies) or open contact outside the "scheduled" time Center The script manipulates an XML file that contains a variable which is set to 'normal', 'open' or 'closed '.

This can be an easier approach rather than trying to encode exceptions, for example, XML or DB file.

Tags: Cisco Support

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