Forced completion of Activity Codes 2

[GDCMike]

Hello,

Is there any way to force certain agents in a call centre to use activity codes when on a call, or when that call finishes - we have started using them, but getting some agents to actually lift a finger is proving more difficult than we'd thought....

We use SMI versin 4.0 with SCCS 4.5.

Any help would be gratefully received

Thanks!

Mike.

 

[DancingDave]

The system allocates the default activity code against a skillset call if no code is entered.

You could measure agents on the proportion of their talktime that is pegged against the default AC rather than a business defined AC. For example agents must have business defined ACs for 80% or more of their time.

DD

 

[DancingDave]

You can also, I have just realised, set up your skillsets with their own default activity code (i.e the one that will peg against the skillset/agent if they do not enter an activity code themselves).

Try calling these user defined 'default' activity codes name like 'can't be bothered', 'can't follow simple instructions' or 'won't be getting a bonus'.

DD

 

[sandyml]

Good one, DancingDave! I am wiping tears from my eyes, you made me laugh so hard! Here's a star --

 

[DancingDave]

Sandy, you're a gent.

If only it were my call centre...

DD

 

[Trevatwork]

Hi DancingDave

That is a great idea.



Trevor