harryhoudini66
Technical User
I have a question for you. Have you ever heard of situations in which someone appears to be hanging up and it ends up being something else?
I did an agent trace on an agent that has a very low handle time. We do not have handle time goals. Under Agent/Trace Location it shows numerous calls come in and drop after 2 seconds or so. The RLS field shows Y.
The amount of calls dropped are so many, I cannot understand why someone would do it when there is no handle time goal. I am looking for a rational explanation. I checked other agents and they don’t exhibit the same issues. I want to make sure there aren’t any other possible causes before we pursue anything.
I did an agent trace on an agent that has a very low handle time. We do not have handle time goals. Under Agent/Trace Location it shows numerous calls come in and drop after 2 seconds or so. The RLS field shows Y.
The amount of calls dropped are so many, I cannot understand why someone would do it when there is no handle time goal. I am looking for a rational explanation. I checked other agents and they don’t exhibit the same issues. I want to make sure there aren’t any other possible causes before we pursue anything.