We are trying to integrate FastPath into a contact centre environment where multiple “customers” are supported. In this case a customer is a third company which is outsourcing its webhelp (and other forms of help), to the contact centre.
In this environment, we have multiple workgroups. Each workgroup is a customer, with their webform, logo customized text etc.
So we have 4 or 5 customers, each with their own workgroup, in these workgroups we have queues, which for example are for each language. (lets say we have 4 languages). These queues could also be for some sort of skill, like marketing, tech, finance etc.
So we have 5 workgroups.
And we have 25 agents… Each one has a skill (language, etc.) Which can be applied to any one of the 5 workgroups/customers.
We need for an agent to be able to be signed on to the queues inside of each one of these workgroups so that we can distribute chat sessions to them.
Right now we can not do that, since an agent can only be on one workgroup.
How do we change fastpath and spark to allow this?
Can we have a tab for each workgroup login? Multiple logins on a single tab?
This is very important for using fastpath in call centres…