| Hi Cloughie
The post Clepex is referring to was also from you. Rachelle gave you some good pointers there, and Clepex suspected same too: either your agents are not all using the same call presentation class (as per Rachelle: check this!) or your agents have learned how to bounce the call back just before the call is physically answered by the phone set - they get a warning tone to the head set / hand set just before the call arrives. Can't remember off the top of my head if the warning tone can be switched off, but I would not recommend doing that in the first instance.
If you have a look at your reports under return to queue stats and all your agents are definitely using the same call presentation class (which forces the call), then you should NOT have RTQ from time out. If you do, then you have a serious problem.
If you have RTQ under the other column, your agents are fast on the buttons: NRD or MSB as was explained in the other post.
Now we're all sitting & guessing what's going on, please give us some concrete feedback with regards to the call presentation classes and under which heading you find the RTQ calls in the report. |