Switching agents according to Brand DNIS (Data Separation required)
Hi
A Contact centre agent must answer calls around multiple brands defined by different DNIS values arriving with the call. This is well and good and easy, however, it is possible that the customer would need Data separation meaning that the agent would effectively need to switch applications based on DNIS which would take too long and you'd loose the call.
If anyone has any idea how to accomplish this please let me know.
Regards
Tony
***Edited by Moderator Marissa to update categories***
Hello Tony,
That's an interesting business requirement. Is a separate application the only way to meet it? How different are the business requirements of the various brands? Could you leverage circumstances based on the DNIS value to display the brand specific elements and drive the specific business processes? Depending on where in the process you pick the DNIS up, you could use circumstances to start different flows based on brand specific classes, which should allow you to keep the data separate. Without fully understanding your business requirements (or which Pega product you are trying to do this with), I can only speculate, but I suspect it should work for you if implemented correctly.
Thanks,
Mike
I suggest you explore two things:
1) Find out why your "switch application" is taking so long. Is it due to first-use-assembly? Something else? Trace it to see where it is spending its time.
2) Are you losing the call due to some timeout? Can that timeout be increased a bit?