Break Time after DN Calls

[Scummings]

Does anyone know how (if it's possible) to only give agents post call wrap up time (Break Time) on calls that come in through a queue? The agents here are getting post call wrap up time on DN calls too.

 

[fonchick]

I don't believe that there is any way around it. There are also ways to manipulate the break timer as if agents press their DN key while they are on break, they are able to extend their break. When I brought this up to the vendor they said that this was not a software issue, it was a training issue and Nortel would not fix it...Hmm......

The other option besides break after a call would be call force timer delay. However, here you are looking probably at a higher percentage of return to queues as the call buzzes in an agent's ear and then it waits x amount of seconds before the call is presented.

 

[JYJYJY]

From what I understand, fonchick is correct.

SCCS describe breaktime will occur after the following events:

- disconnect from a SCCS call (either agent or caller hangs up)
- disconnect from an ACD call (either agent or caller hangs up)
- disconnect from an Individual DN call (either agent or caller hangs up)
- agent disconnect from an emergency (EMR) call
- agent disconnect from an answer supervisor (ASP) call

I think the only way to work around this is not to use breaktime (set breaktime in call presentation class to 0), and train the agents to manually put themselves in wrap-up time (post-call processing time). It is done by pressing the "not ready" key before the SCCS call is disconnected. Doing so the SCCS database will also capture the time as post call processing time after the SCCS call until the agents put them into ready mode again.