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| Tags: agents, logged, stay, time |
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 07-27-2004, 03:42 PM | #1 (permalink) | ||||||||
| Moderator   John_In_Dakota is in need of a long nap.
Location: 1069.7 miles from Tiverton, Ontario (CANADA) Rep Power: 13  Gender:  Country:     | Is there any reason other than the obvious, why agents should log out at the end of there shift? As it is now, we have agents that stay logged in all the time. We are trying the reason codes through Symposium, sort of ok. It seems we have issues with agents in the morning trying to log into the phone set and cant. Should we make them log off at night? | ||||||||
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| 07-27-2004, 03:57 PM | #2 (permalink) | |||||||||
| Junior Member   Pirates_Ghost has no status.
Location: The other side of the Lake from work Rep Power: 12 | Quote:
 And too, what type of errs are they recieving? Are they getting errors stating they're already logged in? To many agents have logged in? (since they'd esenssialy be doulbling the amount)  | |||||||||
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| 07-27-2004, 04:26 PM | #3 (permalink) | ||||||||
| Admin   Chas2002 is scared by papa-bear\'s "not work safe"
Location: Gulf Coast Rep Power: 5  Country: | An agent can stay logged in forever - but why would you want to? This would wreck your Symposium metrics collection for reports. As an example: Agent A, 9am to 5pm. The supervisors would use the reports to determine how many short calls the agent has, how long the agent was in different states (idle, Not Ready, etc). So for Agent A, we're looking at a (2) 15 minutes breaks and an hour lunch. Total Not Ready time for that agent should be around 90 minutes on any given day. If the metrics show a lot more than that - then there may be a problem with that agent. Not to mention that you're most likely experiencing a lot of Re-queues. Agent logged in - call presented and not answered - call requeued - agent placed in MSB or NRD. Chas2002 | ||||||||
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| 07-27-2004, 04:54 PM | #4 (permalink) | |||||||||
| Moderator John_In_Dakota is in need of a long nap.
Location: 1069.7 miles from Tiverton, Ontario (CANADA) Rep Power: 13 Gender: Country: | Quote:
That's it! We are haveing MSB/NRD issues. I will advise and report back any/or lack there of errors. John | |||||||||
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| 07-28-2004, 08:01 AM | #6 (permalink) | ||||||||
| Junior Member  pbxn is tired....
Location: hillbilly heaven Rep Power: 6 Country:  | ACD Reporting Question Hee, hee, hey John consider yourself lucky that they stay logged in all of the time. My issue has always been that they are too lazy to log in to do something called work. I have always asked that they log out at the end of their shift, and have usually passed this on to management, siteing that reports would be off, and possible HR issues could not be proven nor denied if they logged in all the time. The HR thing usually gets them, especially in a credit card call center environment. | ||||||||
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