Agents using "Make Busy" to avoid calls... 1

[Imstillhere]

Is there a way to find time spent in Make Busy based on the MSB key being activated?

I have a manager who thinks a couple of reps will hit their MSB key once, 10-20 minutes before their break time or lunch..then hit the make busy key a second time to actually complete the log out when they start their break...all the rest of the the stats on the agent performance report look normal, Avg talk time.. log in log out ect..but the amount of calls taken seems to be alot lower than other reps..

Thank you for your time.

 

[StanleySteamer]

Pressing Make Busy once should be logging them out. More likely they are going into Not Ready. You will see the time spent in Not Ready in the Agent Performance report and details in the Agent Login/Logout report.

 

[Imstillhere]

Stanley Steamer,
I tested it myself...a logged in agent can press MSB one time and it goes into busy, and the display shows make set busy....only when pressing it a second time will it go to logged out and have the display also show logged out...Press NRD and the display will show not ready..and yes the reports show the not ready time.

 

[StanleySteamer]

When the display ihows "SET BUSY ACTIVATED" then it is also logged out. Pressing Make Busy a second time takes it out of the busy state so it can receive calls on the private DN. I know the display changes to "LOGGED OUT" on the second key press but it was already logged out on the first press. You will see this if you observe the real-time display.

 

[KE407122]

More likely pressing a DN key or Intercom key, (not the incalls key) and listening to dial tone to avoid calls until reorder tone kicks in, hang up and press DN key again.




KE407122

"The phone was working fine before it knocked over my coffee.

 

[chippowell]

Steamer is correct, if you had any doubts. Was just playing with this myself.

 

[StanleySteamer]

HcaAdmin - something to look at is the Agent Order Preference in Configuration, Global Settings.

The default for Agent Order Preference is "Longest time in idle state since last status change".
This means that agents can avoid taking calls by pressing the Not Ready key repeatedly. You should be able to see from the Agent Login/Logout report if this is happening since it also shows changes to Not Ready status.

One of the other options for Agent Order Preference would probably be better in any case-

Either
Longest total time in idle state since login
or
Longest total time since last CDN/ACD call (my preference)