call work codes

[jasiek]

Hallo. I have a problem with using call work codes with Definity Call Center.
I can use this codes only during ACD calls, unfortunatelly not in after call work time. What may be a problem?
Jan

 

[FoneFun]

In your hunt group config, specify an amount of time for ACW so that it drops your agents to ACW automatically after the call. Your agents must hit the CWC button before the ACW time expires. If they go to ACW themselves, it may not work.

 

[jasiek]

Yes, I did it. Unfortunatelly cwc don't work during timed ACW. Are there anyother setting for CWC ?
Jan

 

[tiramisu]

Dear Jan,

CWC should be set up with manual-in mode only. In all other scenario's the agent must have the discipline to enter a CWC during the ACDcall. Even then work-code option must be on "forced" in the huntgroup. And moreover, even then it is possible for an agent to fool the system by pressing AUX-button and returning to manual-in without entering a CWC.

Good luck,
tiramisu

 

[jipo]

Hello Jasiek

Have you resolved a problem with CWC during the ACW time?

Thank you.

jipo

 

[inerguard]

If tou have a problem with your agents not having the discipline to enter a CWC activate an agent trace within CMS, and then you can use these reports to identify the agent(s) that a re persistently not entereing the CWC code. You'll necer achieve 100% entry rates, but this way at least lets you identify who is taking the Pi*s.