| No unusual codes have shown up since the start of this new application. I am simply working with data from MAX showing an unusually high amount of Abandoned calls for this local queue. The Delay Before Abandoning report shows calls holding in queue for as much as 128 seconds. This should not be happening at all. The calls are set to IFDN off-site as soon as all agents are busy. I am looking for a technological fix before I dig in to the more esoteric social engineering solutions.
rlc |