Agents getting crafty again...... 5

[mikeyb123]

Guys,

Our agents have learnt a new trick.......

to avoid taking calls and generally shirking, they are logging in and then pressing the dn key to get dial tone. they then hang up just before the DIND and DIDT timer expires and routes the call to switchboard.

How can I measure this? I've taken the timers down as far as I can without annoying everyone else in the company

My trouble is that if the call doesn't connect i doesn't generate a event?????

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[sandyml]

Change your Symposium settings to calculate idle time by
"last Symposium Call Center Server or ACD call." It defaults to "idle time since last status change," which is why pressing the DN key prevents them getting a call.

This is a global skillset setting. From the classic client, you would go to Call Flow - Skillsets - File - Global Settings and check the appropriate button.

That should give them a new challenge to work around... next, you'll have to watch for short calls...

 

[cgilmer]

That is really the best way to do catch them is to start watching their idle time. There is also a report that shows the number of calls presented compared to the number of skillset calls answered. I believe its the Agent Performance report.

There will always be a way to trick the stats... folks reseting their idle time by hitting the not ready key for s split second which can now be caught on login/logout reports. I've also seen folks half press the forward key which used to register as consult time. I even had an agent once who would answer a call and hit the conference key... call the 800# that came back into the call center and connect the conference and let another agent handle it.

The only way we caught that was using the observe function and found another agent speaking on the call. We then ran a report to see how often she did that by checking for calls conferenced and transfered. It was pretty smart though. It racked up talktime, calls answered and her stats all looked normal except for that 90% of her calls were conferenced.

Don't break your system trying to prevent someone from abusing it though. Prove they are doing it with the reports and let the supervisors/managers decide how to handle it.

 

[sandyml]

That default of idle time by last status change is a legacy setting from traditional ACD. The majority of call centers that I work with prefer to use the "since last SCCS/ACD call" as a more accurate way to distribute calls.

cgilmer makes some excellent points. Even changing the setting as above won't put an end to attempts to circumvent the system, and it is essential that the supervisors monitor their call center activities.

 

[Stagemusic]

Once again call center managers are expecting us to manage employee behavior with technology. All you can do is report what is happening to the managers and how the agents are getting around the system. Prevention is their job. We don't hire or fire the agents, we just supply them with the tools to do their job. They are a group of crafty little devils though.

 

[joynew68]

Also our agents sometimes use this trick, but we are able to expose them quite successfully.
Playing with DN key is reported as BusyMiscTime.
If an DN call is answered then dial tone time is included in BusyOnDNTime and BusyMiscTime for such a call=0. This Agents have also higher Break Time per 1 call answered (dial tone listening is connected with Busy status witch is going to Break at first and then to Idle).
So you can go to Agent Performance daily or monthly able and select columns Timestamp, AgentSN,GN, CallsAnswered, BusyMiscTime, BreakTime ….
If you sort report by Timestamp and then by BusyMisc Descending you can see still the same people highly ranked everyday.
As I could hear from their managers they mostly confessed …..

Good luck,

joy

 

[mikeyb123]

thanks for the advice guys.

As Stagemusic says we are expected to run the call centre for them whilst the CCM's sit around drinking coffee and managing their social life......

Sandyml - we have this set already

It's just a case of proving that they are doing it.....

nowt like spoon feeding.....


It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[PhilMyWallet]

This status shows in Real Time if you look carefully.

The 'in Calls Status' shows as 'busy', however the DN Out column is blank. If this is for a period longer than the normal dialing time it is classed as call avoidance here.

Hope this helps!


Phil