bcm50 t7316e and release button 1

[hovercraft]

Greetings,

Our call center has been instructed to "release" the current caller at the end of each call, prior to the caller actually hanging-up.
Their idea behind this is that it is taking too long for the next call to be offered.

So, my question is - how does hitting the release button affect stats? Where does the call get pegged?

The agent is essentially dropping the call after it is offered.

...this can't possibly be a good thing.

Thanks in advance for any advice,
hovercraft

 

[dwpoole]

It does not affect stats. Once the call is answered, who hangs up first does not matter, it is a completed call.

 

[DBrewsky]

You can ask that the wrap up timer be lowered, or set to zero. The wrap up timer is used to allow agents a few seconds to finish paperwork, close programs, etc before the next caller is presented. I generally set this time to 10 seconds, but confer with the customer to get their opinion.

--DB

http://support.csctech.us

 

[hovercraft]

Thanks Brewsky and Poole!
I have the wrap up timer set to 5 seconds, but since we do not use wrap up/activity codes there's no reason not to set it to zero.
So there's no where in the bcm50 or RCC that shows the number of disconnected or agent released calls, and there's no calculation that takes that number into consideration?
I've never worked on a Nortel system before, only AT&T/Lucent/Avaya stuff so I'm still trying to grasp everything.

Thanks again for your suggestions and advice.
Hovercraft

 

[DBrewsky]

Unfortunately the system see's a completed call. Only if the person calling hangs up before the agent answers will it show a hang up.

--DB

http://support.csctech.us