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Originally Posted by John_In_Dakota  So the call is coming to the agent in an answered state, correct? Not sure I'd have that. What if the agent goes missing, walkaway is what they call it. Does the caller just wait till the agent gets back and talk?
I have it setup to ring at the agents phone, is agent is not there call will go back automatically and put the agents phone in not ready or logout. |
Yep, call forcing presents the call to an idle agent phone set in answered state. One of my sites tested it for a day or two and then abandoned call forcing - exactly because agents get up to make coffee (or what ever it is they feel like doing) and "forget" to make their phone not ready or make busy - because those states counted negative in their performance, meanwhile a live call arrives at their phone.... just caused tremendous chaos and loads of complaints to management.
I reckon that in any call centre you need a stong management team and deal with the agents who allow calls to RTQ (which ever way it happens).
Still want to know from Cloughie where the RTQ calls show up in the report though..