rhack

Are you using Symposium or just the good ol' LD 23 ACD programming?

If you are using LD 23 programming, one thing to check is the agent priorities of your ACD telephones.

Another thing I have seen, is agents that try to knowingly keep from receiving calls. For example, everytime an agent activates/deactivates Not ready, they will be put at the end of the line for answering calls. People can be tricky and learn how to skirt working.

This is sometimes hard to track down, since it only takes a second to activate/deactivate Not Ready, the Not Ready time does not look out of the ordinary.

If you are using Symposium you may want to look at skillsets and priorty settings.

acewarlock

One of the agents in our call center was complaning that she was getting most of the calls and she was right. I watchyed she answer about 5 calls and I saw why she was getting the most calls, she never used the not ready key after each call as the other agents were doing, so there not ready and she is so she gets the call. Now she uses the not ready key like everyone else. Now no complanites.

jack

Run your ACD agent report and you will certainly see what is happening. replacing the phone was certainly not the answer!!!!

Jack

dobjsonne

We have Leda II for "spying" on the agents, which produces "lampstate" reports. When an agent activates/deactivates the not ready key it does show up, but I don't know if they do it quickly enough (under 2 secs?) it won't show up on the reports.

The crux though, is that even if they are putting themselves to the back of the que they would all have to be doing it virtually all the time with the reporting missing it.

Unless there was a way to put themselves to the front of the que, make the ACD que think they have been off the phone the longest.

dobjsonne

That would explain the situation.