Aspect Agent Groups

[caneuman]

Is there a method in Aspect 8.0 or 9.0+ to have an agent be logged into more than 1 application? An example would be:
Travel Agent handles both Customer A and Customer B in an outsourced call center. I would like to measure ATT, ACW, AHT and total time spent handling calls in each of the 2 applications/workgroups.

I am able to do this in other ACDS--how can I measure cross-utilized agents, with a breakdown of calls handle, talk time, work time, handle time, etc for each customer handled?

Thanks for any help.

[getgunner]

you can have an agent logged into multiple groups, you just need to set up your CCT's to do this and make sure that the 1-800 numbers are pointed at the correct groups. Go to the help files provided and they will show you how to do this.

I am assuming that two different 1-800 numbers are used, so why don't you use the DNIS report to see agent productivity.

Also. why don't you contact your Aspect rep and ask them for documentation, it really is quite simple once you see the flow of the system