Available straight to After call work 2

[igessey]

Good morning

We seem to be encountering an issue where certain agents may be able to go straight from Available into After Call Work without taking a call.
This has the obvious advantage of taking them out of the queue and letting the next call pass to someone else.

Although they could still do this with Aux, is there any way to prevent this happening with Avail to ACW?

We are running Site Administration 2.0.12, S8700 on G650.

Thanks

 

[TykeUK]

Have they got an ACW button on their phone, or do they know the FAC? If you have CentreVu why not put an agent trace on them to see what they are doing?

 

[igessey]

Yes, there is an ACW button on their phones - they need that for when its an actual case of wrapping up.

Having placed a trace on one user we can see this happening.

Is there a way to only allow ACW literally "after a call!"?

Thanks

 

[TykeUK]

Not as far as I am aware, I know you can put a time limit on how long they spend each time in ACW but that won't stop people re-pressing it!

Are you using ead-mia in the hunt groups. If this is the case I thought that if they do press ACW then they may take themselves out of the queue for the next calls that come in but they should still advance up the list and won't be put to the bottom unless they press Aux.

 

[igessey]

Ok, we do use EAD-MIA for all our hunt groups.
If thats the case then there is no advantage to the user popping themselves into ACW (aux would be better)?

Thanks

 

[marcell55]

If you want ACW time to count towards their idle status, you would need to go into "change sys feature" and find the field labeled "ACW considered Idle time". If that is Yes, then there would be no advantage to going into ACW from available. The time there would count towards their idle status, which means they would have a better chance of getting the next call from queue once they do become available.

 

[RGarcia87]

There are canned reports in CMS or CentreVu that shows how much ACW is used through out the day. Don't the agents have supervisors that look at these reports?