Agent Not Ready Time

[Watertown]

Would anyone know of way to alert an agent when they've been in a Not Ready state for a specific length of time.
The reason I ask is because agents "forget" to go back into a ready state. Or for some reason the phone will go into Not Ready without them knowing.. Must me gremlins...
Just thought I'd ask the question

 

[atascoman]

You could use the agent desktop display if you are using the Web Client server or GRTD on a display that they can easily see. There is also the SymonView product which can sound alarms and play .wav files, but its pricey.

If they are going into Not Ready without knowing it, check your call presentation class and the agent performance report. If they have a lot of return to queue calls then they are not answering the calls before they roll back to queue. Check the call presentation class and see how long they are given before it rolls the call back to queue.

 

[Watertown]

Thanks for your reply..

What statistic column in the agent desktop display would show the individual agents time in state in not ready? We're running SCCS 5.0 with SWC 4.5..

We're using Call Forcing in call presentation. We have shifty agents who like to play around with not ready keys, dn keys, and hold keys to work the system.

Call center mgr's are looking for the system to manage their agents instead of supervisors.

 

[lretrievers]

For agents that like to play around with the other feature keys on their phone to reset times, you can queue by longest idle agent, rather than just using the QUEUE TO skillset command.

There are a lot of call center managers that are looking for the feature to manage their people. Unfortunately, Symposium provides the "tool" to manage their people, but someone still needs to manage them.