| Basically, you can't stop the agent from pushing that button. If you press MSB only once then all calls to that phone (ACD or private) are blocked. If you press the MSB a second time the agent is fully logged off of the system. The only way to control this is through close supervision of the agents. When you see them drop off of the RTD screen, go and physically look at them. If they are still on the phone then you know that they are abusing the system. Try to OBV the call, maybe. Actually counsel the employee not to do it again. Symposium won't fix this for you. You have to take action face to face with the employee.
rlc __________________
No matter where you go, there is the Ladies Love Marty Fan Club. :bow2: :bow2: :bow2: |