Calls to Voicemail or ext.

[jcarroll01]

Hi,

Our call center is experiencing difficulty managing agents who take a lot of direct calls not queued. The complaint is they are letting the calls goe to VM and not returning calls.

Is there any data available on the VM system or some way of referring to calls that don't get answered to an ext.? Sort of a ringthru for ext....

I know this is a long shot.

 

[captaingadget]

If you have a call logger it should show this sort of info.

 

[Johnthephoneguy]

This is a management issue more than a technology fix.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[jcarroll01]

Ya can't fix it if you can't prove it's broken.

 

[Johnthephoneguy]

If they are not returning calls, what do you have to prove?

Do you have to prove they are getting the calls? CDR will show that.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[jcarroll01]

The agents just say they aren't doing it.

Proving they are getting x calls and that translates to y VM's would be a start.

I'm not familiar with accessing or location of the call detail record.

 

[oceanSD]

Run mailbox reports and see what stats you get.... depending on what you're using, you may see the # of messages and how often they check their messages, etc.