Agents getting the attention of floor managers

Internal calls do not work in our particular business for a number of reasons and emails have been abused in the past and only managers have access to them. We are an open planned floor of 80 agents and two floor managers at any time.

At the moment if a message needs to go to a colleague the agent logs off, walks across the floor and delivers the message. If they need help whilst on the phone, they will waive their arms around, sometimes call in a 'hushed' raised voice, or take the head set off and run to the floor manager.

Can anyone suggest better ways of agents getting the floor managers attention for both help and to pass messages to other colleagues?

We use a "card" system here - the agents raise a yellow card if they have a query on how to answer their call or need to pass on information, a blue card if they have a system problem and a red card if they have a serious issue such as an abusive caller.
We have one person walking the floor to watch out for cards.

Some feedback about Excel use. I know it has the features of being a shared workbook. But I don't think it is visible enough and is often mis-used in collaboration tasks. SharePoint would be better for any collaboration tasks, or outlook would even be better.

In the circumstance listed in the forum I would suggest that the speed of an agent getting support is vital so using online tools to collaborate on a question would not be suitable.

There is something I created a few years ago which may help you.

It’s based in Excel 2003 made up of 3 files.
1. Help – Agents are presented with a button, whih enables them to
request for assistance.
2. Data – holds the names of agents who require help.
3. Support – allows you to view people requesting support.

I’m more then happy to send you a copy.