Hello
Our customer's call center is made with CS1000 7.5 and AACC 6.3 SP11.
All agents are configured with an ACW time at 10 seconds. So mostly when they hang up a call, they have to wait 10 seconds before that another call arrives. But sometimes, and we don't know why, the ACW takes a time less than the 10 seconds. for example 1, 2 or 5 seconds... sometimes the phone receives immediately a new call after the hang up, so agents haven't time to breath and it's quite uncomfortable for them.
Have you got an idea about the origin of this problem ?
Thank you very much for your help.
Our customer's call center is made with CS1000 7.5 and AACC 6.3 SP11.
All agents are configured with an ACW time at 10 seconds. So mostly when they hang up a call, they have to wait 10 seconds before that another call arrives. But sometimes, and we don't know why, the ACW takes a time less than the 10 seconds. for example 1, 2 or 5 seconds... sometimes the phone receives immediately a new call after the hang up, so agents haven't time to breath and it's quite uncomfortable for them.
Have you got an idea about the origin of this problem ?
Thank you very much for your help.