Does anyone know of a way in which you can change someones not ready status remotely? People are putting themselves in not ready so that they don't have to deal with calls that they should be. I want their managers to be able to turn off not ready from their desk.
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change not ready status
- Thread starter shmish111
- Start date
I know of a business that had this problem. They changed to performance based pay bonuses. All of a sudden, their agents were taking calls again.
The company had Bell look into the changing of NRD status by the supervisor (or anyone, remotely) they were told at the time (years ago) it could not be done. I just came of the ACD course we never covered anything like this.
Cal
The company had Bell look into the changing of NRD status by the supervisor (or anyone, remotely) they were told at the time (years ago) it could not be done. I just came of the ACD course we never covered anything like this.
Cal
EddieDuece
IS-IT--Management
Why not take away the not ready key.
bigindian65
Technical User
Some apps need it, a lot of dialers use it prior to call back on agent audio path.
bizkitchris
Technical User
why not give the managers the agent performance report and show the manager that all though the agent was at work for 8 hours, they only manned the phone lines for 15 minutes........
i've seen stats double or even more on a post symposium site. the most dramatic was 6 agents doing 6-700 calls per shift to the same group went to 1200+ calls per shift with 4 agents.. with almost zero reports prior, managewment did not realize that 40 percent of their callers had "given" up..
average wait time went from "forever" to under 4 minutes.. this was a low income gov site and callers could wait or call back. security had to be on site full time because of people showing up irate because they could not get through on the phones
john poole
bellsouth business
columbia,sc
average wait time went from "forever" to under 4 minutes.. this was a low income gov site and callers could wait or call back. security had to be on site full time because of people showing up irate because they could not get through on the phones
john poole
bellsouth business
columbia,sc
- Thread starter
- #8
So I think everyone is agreed that this one can't be done?
I'm not sure why people put not ready on for so long, because they are paid a really fat performance based bonus. I'm going to find out today. I was just asked by my boss if I could find a way to do it (apparently, our old Avaya system could do it and my boss seems to remind me every day how absolutley incredibly, amazingly brilliant that system was)!
Thanks any way,
I think John Poole should be awarded quote of the day with, "one of my main problems is management thinks we can program around poor management."!
I'm not sure why people put not ready on for so long, because they are paid a really fat performance based bonus. I'm going to find out today. I was just asked by my boss if I could find a way to do it (apparently, our old Avaya system could do it and my boss seems to remind me every day how absolutley incredibly, amazingly brilliant that system was)!
Thanks any way,
I think John Poole should be awarded quote of the day with, "one of my main problems is management thinks we can program around poor management."!
Technology will never solve HR/management problems. Tell your boss that the Avaya system, if it can really perform that function will only assist the agents in avoiding their work, and why. If he/she still considers that to be "amazingly brilliant", then ask if the Avaya will also pay for more agents too!
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