Pause between ACD calls? - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

***John_In_Dakota*** · 01-04-2005, 10:03 AM

I have a few agents that argue there is not a delay on there phone sets when they hang up from a call. They are saying that as soon as they hang up or hit “goodbye” there will be another call ready for them to take. This is only affecting a few agents. All the rest have at least a 5 second pause or delay before the next call. In Symposium I have Symposium Call Presentation set to 5, for a 5 second delay. Any ideas why there may not be a delay?

PP · 01-04-2005, 12:54 PM

ACD AGENTS ARE LIKE CAR SALESMEN, I WOULD STAND IN BACK OF THEM AND WATCH AND TIME. THEY MOST LIKELY DON'T KNOW WHAT 5 SEC. IS.

***John_In_Dakota*** · 01-04-2005, 01:49 PM

Quote:

Originally Posted by PP

ACD AGENTS ARE LIKE CAR SALESMEN, I WOULD STAND IN BACK OF THEM AND WATCH AND TIME. THEY MOST LIKELY DON'T KNOW WHAT 5 SEC. IS.

PP,
This is true.
I wonder what is the correct way to finish a call? Would the agent just let the caller hang up and let the phone goe on-hook so to speak, or should the agent be pushing the goodbye button?

PP · 01-04-2005, 09:10 PM

I WOULD BE TELLING THEM TO BE PUSHING THE BYE BUTTON THEN TIME FROM THAT

cbubacz · 01-06-2005, 10:25 AM

In Symposium, you need to set a break time. The break time is the time between disconnecting from a call and being presented with a new one. It is a variable found in Agent Threshold Classes.

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