ACD Operators Scam vs CDR

[ttdobj]

We have some odd things happening with our main ACD queue. Occasionally operators who should be next in the queue to receive calls are skipped by the system.

The queue has been looked at by our SP and by ourselves and there are not any problems with the set up. But still occasionally the next operator in the queue does not receive the next call.

We wondered if we found out why this was happening.

Our operators use the quick disconnect on their headsets. If a call is forced to them by the queue when they are disconnected the set will "beep" them. We noticed visually that one of our operators ended a call that was waiting for him to reconnect before he did reconnect his headset. But it did not appear in the call logger.

I have checked the set up of the RDB and the FTR, and they apparently set up correctly for receiving information about abandoned calls. It is allowed on per set basis for the operator in question.

Does any one have any ideas or experience of CDR on ACD's to help configure this (if it is possible)?

 

[mikeyb123]

Hmmm they've bounced the call back into the Q.

The cdr will only record succesful calls.

I would set the Q to log the agents out when they disconnect - HOML is the prompt I think.

That way if they disconnect you'll be able to see them doing it.

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[johnpoole]

homl will log the agent out on disconect, if your using 2250 sets that is not a bad option. but your right your cdr records complete calls only. as far as skipping an agent, the acd should give the call that has been off the phone the longest if everything else is equal.. if you have symposiumn there are several ways to delay calls to a user.. the acd side is much more simply as all acd param's effect all users

john poole
bellsouth business
columbia,sc

 

[ttdobj]

We are running opt 11 release 25

I want to log agents out when they disconnect - the cc supervisor doesn't.

We do get b records in the CDR for incoming calls that are not passed through the ACD and abandoned before answering, but not if the ACD handles the call.

I was wondering if anyone knew how to configure the ACD to do the same.

John

 

[mikeyb123]

acd stats in cdr are usually done on the pos id of the phone rather than the extension number. If you add the pos id's to the cdr application you should see stuff being generated.

you will need to check the cdr field in your inbound route as well

prompt = QREC

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.