Kalahary-Harry

Are the return to q calls listed as timed out (that would be weird), or from "Not Ready"? If the agents get a warning tone before they get the call presented and are quick on the Not Ready key, the call would be bounced back to the queue, I imagine. Although I never tested this, when you force calls you specify a delay timer if I remember this correctly, say 2 Sec. Now if the agent bounces the call during that time, I would think that this would be the problem?

Clepex

this was discussed last year. kindly check the thread with this title:
Symposium Reporting - Returned to Queue Calls

Kalahary-Harry

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.

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.

__________________
Fellas', I need more Cow Bell!

Kalahary-Harry

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..