Agent Logout/Vectoring

[phonegirl27]

We have an application where the hours that the department is open varies, as well as the agents that are working the late shift. The programming does look for staffed agents and routes to another location if no one is staffed. The problem comes in when an agent "forgets" to logout at the end of the night, and calls still go into queue.

1. I thought of a threshold where if a call is in queue over a certain amount of time, we route to the other destination - this doesn't work because even during the day sometimes the queue times can be long.

2. I tried a forced logout of agents - this doesn't work because the close times always change, and the agents always change.

3. I considered a remote logout of agents, but the CC manger doesn't have a laptop, so no access to CMS to see who stayed logged in - and I don't want them calling me at 2am!

4. We tried the idea that the last person staffed has to go around and make sure all phones are logged out, but I guess this isn't working because in the last month there were 2 times that calls went into queue when no one was staffed.

So does anyone have any other ideas that we can try possibly? Thanks!

 

[montyzummer]

There are quite a few possible soloutions here , but sadly the most glaring one is that the call centre staff need shooting , but that does not help.

So maybe something like service hours in table will give you more flexability, or expected wait time , with a if wait improved going back to original destination for working hours.

Im sure there are lots of other options and some guys will advise you further.

APSS (SME)
ACSS (SME)

 

[phonegirl27]

We can't use the service hours tables because the hours vary to much. This is a lab and the "open" hours really depend on the number of tests run, results delivered, etc. So on one Monday we may be open until 2:00AM and the next finished by 1, and we don't really know until they start processing the work.

 

[Stinney]

Create a skill and a new agent.

Last one to leave logs into the agent ID on a specific phone. First one in the next day, logs out the agent ID.

Put a check in the vector that looks for the agent ID to be logged in, if it is, then go to after hour treatment.

Of course, if they forget to log it out in the morning, then calls aren't going to route properly.

Still requires human intervention, so still open to having issues.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[justcatplease]

Do you use wallboards or a reporting software? If so, then it's fairly easy to see who is still logged in. But the bottom line is - under variable closing hours, the last agent logged in has to be responsible for making sure everyone is logged out. Unless you want to put a TOD step, say after midnight and before 8 a.m., that is calls in queue are holding for longer than 5 minutes, route them to an alternate site.

 

[lopes1211]

Expected wait should shoot to infinity with everyone in aux. Maybe just an expected wait > 200 for calls between 11pm and 8am to send calls to the other site.

-CL

 

[Coineandude]

you could use vector variables as well.
grab an open vector
you'll want to create a password check so you don't get a troll closing your lab for kicks
make 4 announcements. 1 for enter password, 2 for enter code and 3 for lab closed and 4 for lab open.
i just disconnect on failure for this so no messaging for that.
so your vector looks like something like this

01 collect 4 digits after announcement 60001 for none
02 goto step 4 if digits = 1234
03 disconnect after announcement none
04 collect 4 digits after announcement 60002 for A
05 goto step 7 if digits = 2222
06 disconnect after announcement 60003 <<__this is your lab open message
07 disconnect after announcement 60004 <<__this is your lab closed message
08 stop

set up Variable A to be 4 digits global and put a check in your lab queue processing for variable A (to = 2222 in this example) and route to closed treatment if A = anything other than your open code (again 2222 in this example)
point a did/vdn to the vector
your lab manager or a lab monkey can call it to set variable A and open/close the lab at will.

i dislike solving these biological problems electronically, but at least this way it isn't something you have to manage much after setup.