Break After Call vs Call Force Delay 2

[DoubleDyno]

What is the difference between these? We have the Break After Call set to give agents time to complete paperwork, but our reseller says that what we really want is Call Force Delay.

The description I read for call forace would seem to be "force the call to an operator after it is in the queue for x amount of time", but another post lists it more as a "wait x seconds between end of call 1 and presentation of call 2".

 

[cgilmer]

Break time is what you want.

Call Force Delay is the amount of time between the beep and the call presentation to the agent. Besides I don't think you can even report on how much delay there is so you have to use the break timer if you want to measure the time.

 

[DoubleDyno]

We don't need to report on the time, the agents just need a bit more of it. Information on the call is entered into a database and the agents need a bit more time to finish up their notes.

I thought what I wanted to do was to increase the Break Time, but was told otherwise.

Thanks for the confirmation.

 

[lretrievers]

A "Break" is the amount of time an agent has after completing a call and the next call is presented. It can be used to help wrap things up. The RTD and reports will indicate it as a "Break".

A Call Force is the amount of time from the agent terminates a call to when the next call is presented to the agent. Be careful with Call Force as it does change the way an agent handles the calls and if they are not used to a Call Force, they will disconnect callers. In a Call Force environment, the agent hears a beep and the call is presented. If they hit the In Calls key (like they usually would without a Call Force) they will disconnect the caller. Call Force typically gets turned on in large call centers where they went to decrease their ASA as it does reduce the ASA on a call by 2-3 seconds. However, unless your agents are used to it, they usually don't like it. Once the agent hears the beep, that call is on their phone and they are connected to the caller, if they hit Not Ready, the call is disconnected, not requeued.

 

[asodoma]

I have an agent (Tracy) who doesn't want calls to be forced to her anymore. There are 4 other people who have it that way, but the TNBs are exactly the same when I compare them, except for the fact that Tracy's says this:
CALL FORCE DELAY TIMER: 4 SEC
in the TNB.

How can I get her so she doesn't get forced calls??

Thanks.
Al

 

[yyrkroon]

check your call presentation class for that user from the sccs client

you'll need to create a new call presentation class and not select call forcing and assign the agent in question to the new call presentation class

 

[asodoma]

Thanks yyrkroon. That helped....

Al