There some legacy restrictions still in place that currently limit some of the requested expansion of facilities, but this has resulted in a solution that is now proving much more practical. The original system had a limit of 26 tags and 10 waiting queues, which for it's original Benefit Agency sites and smaller councils was more than adaquate. However with the expansion of services at many sites, the restrictions have proven a problem, and an alternative arrangement has now been implemented. Simply by turning things around many of the problems are solved.
Under the new structure being used for CMS9.8 and CMS10, the 10 waiting queue's have been redefined as departments. So that when initially adding an enquiry, the first selection is which department the enquiry is for. Once that selection is made, then all of the following enquiry identification can be made relating to that particular department. In some instances, there may be no need to add any additional information and so no tags will be provided, but for most departments, a set of 26 tags specific to that department will provide additional detail, and logging of the nature of enquiries within each department.
This still leaves a problem where a large number of departments may be required, but in practice, many of the additional departments are simply functions provided by one section of the site. In these instances, a two level tagging system has been added which allows selection of a 'sub-department' and a set of activities within that department. An example of this would be Environmental Services, which have a number of areas which they manage, but each can be identified by the sub-department tag. So the likes of 'Animal Control' can have sub-tags relevant to a particular site, 'Cleansing' and other Environmental Health activity can be similarly managed.
In instances where the enquiry is dealt with at the initial contact, counts of the types of enquiry are maintained, and where an enquiry needs to be refered to the relevant department, it's progress can be managed. Enquiries are simply refered to the queue for a department, and how those referals are handled can then be processed on a department by department basis. The simplest method is a call next enquiry, so people are seen on a first come first serve basis, but where a number of sub-departments are involved, particular memers of staff may need to handle the enquiry and a level of automation can be introduced based on staff capabilities.
At all times the system retains a list of callers who are still in the office and how long they have waited, and this can be monitored on an overall basis, or department by department.