Agent Phone Log Out due to Time out

[joynew68]

Hi,

CCMS rel.6.
Our Call Presentation Class setup: ... Let call ringing on the Phone for 10s, then Log out.
Agents are penaltied for TIME OUTs so if this happen they are trying to prevaricate:
„The Phone didn´t ring“ or „I pressed In-Calls key but can hear nothing“ ...etc.
Everything we can do is to check CS 1000 AHST file and CCMS event browser – usually there is no problem. Of course there could be Phone In-Calls button or network issue as well.
Last time they announced „ Invalid Agent ID“ message on 1150E Phone display after pressing In-Calls key on the ringing set.(Could you ever seen this?)

Would you admit a technical problem?

Thanks for sharing your experience.

joy

 

[captaingadget]

The agent performance reports will show the number of calls returned to queue due to timeout. If the agent still disputes this then run the call by call stats although they are more difficult to identify. Agents will do anything to to avoid taking calls, but once presented with the evidence they will soon stop. I doubt very much that there's a technical problem.