Disconnected calls using CMS

[ziggysmalls]

Have a Definity G.3 V 11.0 switch running CMS.

Have a question posed to me however I cannot seem to find a definitive answer nor am able to make the switch do this.

Wondering if anybody out there would have an idea.

Our Call Center Director is going to start clamping down on agents for various things. Will be using the reports to look for increased number of RONA's for each agent.

At the moment if an Agent puts a customer on hold to get some technical advice and the customer disconnects the call, their phone will go into ACW mode. After 10 seconds the call will go back into Auto-In mode and will be able to take calls.

However the agent could be unaware of this and will get a RONA. The more these add up the more they will get cited.

Anyway he asked me if its possible, that after a disconnect (abandoned by customer), the phone will go into an AUX mode. Therefore when the agent comes back to their phone, they can log back in and take note of this.

Just learning CMS so I am unsure if this is even an option.

Any advice would be helpful

 

[SF0751]

I have two suggestions for you:

1. Discontinue the Auto-In mode. Agents will have to manually make themselves available for calls after going into AUX mode. (RONA calls throw agents into AUX-OTHER mode). You can continue to use timed ACW without Auto-In.

2. In your CMS Exceptions, track Number ACD calls abandonded while on hold as well as Ringing call redirected from agent. (Both of these are agent exceptions). This way you can also monitor the CMS exception log or run an exception report to see if a RONA call is truly due to the caller hanging up while on hold.

Susan
"People seem not to see that their opinion of the world is also a confession of their character."
Ralph Waldo Emerson (1803 - 1882)

 

[RGarcia87]

CMS has a stat called 'Hold Abn Calls' (calls abandoned while on hold). You can report on this as long as you can build a custom report and add it in.

 

[ziggysmalls]

Thank you for the help!!!!

Unfortunately our CMS server is at our corporate office and I will need to work with them to see if they can add the report.

The use of MANUAL mode probably will not work. Hopefully the reports will.

Thanks again.