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| Contact Center Symposium and ACD Nortel's Symposium Call Center Server, including Web Client, Symposium Agent and TAPI, also ACD, Meridian Max, CCR, IVR Application Discussion and Support here. |
| Tags: forced calls, reporting, returned to queue |
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 10-10-2007, 06:44 AM | #1 (permalink) | ||||||||
| Junior Member
Location: Midlands Rep Power: 0  Gender:  Country:  | Symposium Reporting - Returned to Queue Calls Hi New to this, I have just started using Historical Reporting in Symposium and I am struggling to understand how I am getting calls returned to queue when all my agents are on forced calls. Can anybody please explain why as it is really messing up my MI I am providing. Thanks in advance Cloughie | ||||||||
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| 10-10-2007, 11:16 AM | #2 (permalink) | ||||||||
| Senior Member   Rachelle is curious
Location: Lou, KY Rep Power: 9 Country:  | 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: | ||||||||
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| 10-11-2007, 12:05 AM | #4 (permalink) | ||||||||
| Junior Member  Clepex has no status.
Rep Power: 2 Gender: Country:  | even if all agents are on 'call forced', you may still see some calls returning to queue. this happens occasionally when the call is about to be presented to the agent when he suddenly presses the 'not ready' or 'MSB' key. this should be minimal. | ||||||||
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