BrokenRecord2
IS-IT--Management
We might have an issue with agents hitting the not ready key when being presented a call. How do we check that this is happening? Is there a way to prevent this from happening? Thanks in advance!
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Agents Bumping Calls when Presented 1
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captaingadget
IS-IT--Management
Assuming the agents are not force fed, run an agent performance report, there are two columns which will tell you how many times the call has been retured to the queue. One is retured due to the time out, and one is due to the agent rejecting the call i.e. pressing not ready.
If the agents are force fed then run the agent short call report. Unfortunately you can't prevent this from happening apart from presenting the agent with the evidence and threatening them some evil punishment.
If the agents are force fed then run the agent short call report. Unfortunately you can't prevent this from happening apart from presenting the agent with the evidence and threatening them some evil punishment.
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