Agents transferring calls back into the queue...

[dmoore7648]

I won’t tell you what company I work for, simply because I’m embarrassed… Our call center sucks and so do our call center managers… Anyway, we have a few agents transferring calls back into queue because they don’t want to take that type of call. Yes, we are on skills based routing.

Anyway, I want to block agents from transferring calls back into the same queue. I have assigned a new COR for the VDN (47) and set calling permission to block COR 47. I also set the station lock to (47) on that COR. So basically the call comes in on VDN with COR (47) and the agent should be blocked from transferring it to another VDN with COR 47. I have tested it and can’t get it to work… Any ideas or other work arounds?

 

[RGarcia87]

The COR on the login ID should be blocked from dialing the VDN not the station. The ID overrides the station when it's logged in to.

 

[dmoore7648]

I can't change it on the login ID because It would block all transfers to these VDNs. I just want to block transfers to the same VDN the call came in on. Any other suggestions?

 

[RGarcia87]

If you have an idea who's doing it you can do an 'agent trace' in CMS. Your problem happens at every call center.

 

[dmoore7648]

I have Nice Analyzer so I can easily see whenever it happens. Problem is our call center managers suck and don't so anything about it. One agent transferred the same client back into the queue 4 times trying to get to a different call in a different skill and the manager took up for the agent. Personally I think he should have been fired.

Basically, I'm trying to come up with a technical solution to their management problem.

 

[bwilch]

If you set it so the VDN cor can dial the Agent ID cor, then the agent's should be able to receive the calls. However, set the agent ID cor so that it can not dial the VDN cor to restrict the transfers back into the queue.

 

[dmoore7648]

If I do that then they won't be able to transfer calls to other VDN's. I only want to block them from transferring to the VDN that the call came in on. They receive calls from multiple VDN's and I want to block them from doing this on all.

 

[RGarcia87]

You are dealing with people that just don't care what happens to the call. If you restrict them from transferring back into the same queue they will just find another VDN to transfer regardless where it goes.

 

[dmoore7648]

True... But at least I can make it difficult for them.

 

[RTMCKEE]

it sounds like you only have a few agents who don't want to take certan types of calls. You could try to block calls a certan skill by using ANI, but a cold transfer will get around that.

I think your pretty much screwed. Any thing you try to do to block calls into VDN xyz will have the net affect of blocking that agent from transfering a call when they need to.

If the supervisors see the problem, but don't want to do anything about it... Then whats the problem?

RTMCKEE.

CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[bwilch]

Why not create a specific/new COR for the VDN that they keep transfering back into and restricting that?

 

[rdoranjr]

dmoore,,,,I feel your pain,,,,I get asked on so many occasions to make changes to vectors and call flows because people don't want to do their jobs they way they should. I used to make changes all the time, but it eventually started screwing other things up. Too many bandaids aren't good. I eventually put my foot down and said "NO",,,a call center agents job is to take calls, and deal with the calls. My situation ended up in the CEOs office. I explained what was happening, with the Supervisors in the room,,,,and it stopped immediately....the agents started answering the phones,,,,Put your foot down,,,,don't make the change,,,let the supervisors take it to a higher level,,,you'll find out they'll be burning their own pants.....good luck