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Activity Code for Lunch Break
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Nortellian
Technical User
NOT READY CODES
This feature is used when an agent goes into not ready, they will enter a code to alert the system reports for the reason for NOT READY.
- The user will press the not ready feature, followed by the ACT button (which will be blinking) and then enter the 3-digit not ready reason code, followed by the ACT button again.
This may work. I can't find any documentation on it just this bit in a word document.
This feature is used when an agent goes into not ready, they will enter a code to alert the system reports for the reason for NOT READY.
- The user will press the not ready feature, followed by the ACT button (which will be blinking) and then enter the 3-digit not ready reason code, followed by the ACT button again.
This may work. I can't find any documentation on it just this bit in a word document.
lretrievers
Vendor
Nortellian's suggestion should work, but it will skew the reports as Not Ready time is seen as "productive time". They can run reports an Activity Code list.
The other thing to consider is what happens to the calls if everyone is in Not Ready at once (the thing Call Center supervisors never say happen). If everyone goes to lunch at the same time and uses Not Ready, calls will stack as if the Call Center is open and no one is there to receive them. Just a reminder.......
The other thing to consider is what happens to the calls if everyone is in Not Ready at once (the thing Call Center supervisors never say happen). If everyone goes to lunch at the same time and uses Not Ready, calls will stack as if the Call Center is open and no one is there to receive them. Just a reminder.......
The best way to track it is to have them log out for breaks and lunch. Then check the Login/Logout report the next day, or later that day and you can see when they took their breaks and lunch. Should be fairly clear 15 minute breaks and whatever time you give them for lunch shown on that report.
In the old "fat" client there was a way to track it on the realtime display screen. You could set a display threshold for logout state. Have it say turn yellow at 5 minutes and red at say 20 Minutes.
The fat client could see agents as logged out, even though most people filtered them out. Anyone with a less than an hour Logout time would be at lunch or on a break and show as yellow for breaks and Red for lunches assuming they stick to their alloted times. In theory they would be at lunch or on a break anyway...
In the old "fat" client there was a way to track it on the realtime display screen. You could set a display threshold for logout state. Have it say turn yellow at 5 minutes and red at say 20 Minutes.
The fat client could see agents as logged out, even though most people filtered them out. Anyone with a less than an hour Logout time would be at lunch or on a break and show as yellow for breaks and Red for lunches assuming they stick to their alloted times. In theory they would be at lunch or on a break anyway...
Our agents use a differnt log-in ID named Lunch break and there last name. They log- in with these ID's instead of just being logged out. They have no skillsets assigned so they take no calls. This gives Supervisors an easy quick glance to see who is on break or lunch.
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