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Symposium Training FAQ

 

 

If you are struggling with a Symposium problem or issue, contact GDS.  You will be amazed at what we can accomplish in a short period of time.

 

 
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Can I play a message in the master script instead of the primary script to shorten the ASA in the Application Performance report?

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Are there any issues associated with agent priorities in Symposium Call Center Server?

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Are there any issues associated with call priorities in Symposium Call Center Server?

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What can I do if my reports don't have accurate numbers on them?

 

Can I play a message in the master script instead of the primary script to shorten the ASA in the Application Performance report?

No.  All time that a call spends in the master script is included in the answer delay or abandon delay at the primary application level.  Application level reporting is the best indication of what your caller is experiencing.  We can script your call center to eliminate the time added to your average speed of answer by menus or required call monitoring messages.  We have assisted several customers with special scripting for their HEDIS reporting requirements.  Please contact us for help with this or any other scripting issues that you may have.

Are there any issues associated with agent priorities in Symposium Call Center Server?

There are many misunderstandings associated with call and agent priorities in SCCS.  When several skillsets are assigned to an agent, it can compound the frustration for the call center manager if the scripting does not support the desired call flow.  Agent priorities are only evaluated by SCCS when 2 or more agents are idle in the skillset.

 

A complete understanding of agent and call priorities is beyond the scope of an FAQ.  This topic is covered completely in almost every Symposium class taught by GDS Communications, Inc.  A

complete understanding of agent and call priorities is necessary to properly script a Symposium system that utilizes different call priorities.  Please contact us for help with this or any other scripting issues that you may have.

Are there any issues associated with call priorities in Symposium Call Center Server?

Different call priorities can be utilized to provide faster service to some callers.  Call priorities are a very powerful feature of Symposium Call Center Server, but can cause problems for lower priority customers if not implemented properly.  Symposium uses the age and priority of each call to determine which call is presented to the next available agent.  When implemented properly, call priorities can lead to greater customer satisfaction for your best customers.

 

A complete understanding of call priorities is beyond the scope of a FAQ.  This topic is covered completely in almost every Symposium class taught by GDS Communications, Inc.  A

complete understanding of agent and call priorities is necessary to properly script a Symposium system that utilizes different call priorities.  Please contact us for help with this or any other scripting issues that you may have.

What can I do if my reports don't have accurate information on them?

If your reports don't contain the statistics that you need to efficiently manage your call center, the mostly likely culprit is the scripting.  Symposium Scripting determines where the calls peg in the different report groups.  While the Symposium scripts may correctly queue and present the calls to the agents, they may not address the reporting needs of the call center. Reporting issues most often occur when menus are part of the SCCS script, or a call is queued to more than 1 skillset, or after hours abandons are included in the daily, weekly and monthly application statistics.

 

At GDS, we evaluate the reporting needs of the call center while the Symposium scripts are being written.  Please contact GDS, if you have reporting needs that are not being met by your current SCCS scripts.

 

Check out our easy to use contact form!

 

 

 
Scripting Notes

1. The scripting is one of the most critical components in your Symposium Call Center Server.  If you're not happy with what your SCCS is doing you might need to revise your scripts.

 

2. If you are using the Database Integration Wizard and need HDX scripting help, please give us a call.

 

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Note: Avaya Aura, AACC, Nortel, Nortel Contact Center - Manager, Nortel Contact Center Manager Server, Nortel Contact Center Manager Administration, Nortel Symposium Call Center Server, Nortel Symposium Web Client, Nortel Symposium Express Call Center Server,  Nortel SCCS, Nortel Call Pilot, Meridian Mail, Meridian Max, Meridian Customer Controlled Routing, CCR and Meridian1 are registered trademarks of Nortel Networks, or Avaya.