| You may have a hand-full of agents that don't have the forced answer assigned to their profile. There are two types of Return to Queue. 1 is when a call is presented to a phone and it rings with no answer (the system automatically reroutes the caller). 2 would be if the call rings and the agent goes into NRDY/MSB/goes off-hook or otherwise 'pushes' the call back to the queue (the agent has performed an action to cause the call to leave).
In your Agent Performance, Agent Performance Report the last two columns show you this breakdown. Theoretically, you should have zeros in both columns for all agents. If you don't, then you need to take some sort of corrective action. __________________
No matter where you go, there is the Ladies Love Marty Fan Club. :bow2: :bow2: :bow2: |