Hangin Up on purpose .. how to be sure of that??

[Torcedor]

Hi everyone ....

I have here Avaya CMS version 11 and something is really bugging me ... I need to know if an operator is hanging up on purpose when the clients contact us.

Do you guys know how to identidy that? is there a variable that gets that action?

TIA,

Edward

 

[Coineandude]

you could activate a trace on the agent. it will show agent initiated disconnects.

 

[FicBen]

you could also just monitor the person's calls...... hearing is believing

 

[Torcedor]

I activated the trace on the agent ..... but at first, it didn´t seem to have that information clearly ....

shaneymc, what is the variable for agent initiated disconnects? I saw a variable AGT_RELEASED but it doesn´t work since that in the CMS Help it says that shows YES when an agent calls a supervisor .....

FicBen .... Even knowing that the agent is a dumbass I can´t accuse him based just on hearing the call ... I need technical proofs =P

 

[SF0751]

On the Agent Trace report, you will have an inbound call that lasts under 5 seconds, with the agent releasing the call and the call not transfered to another station.

Here's an example of the pattern to look for (I've stripped off some of the columns for clarity):

Date      Time       State   Split  Time  Hold  Rec  Rls  Calling Party  Trans Out
6/1/2005  9:08:59AM  RING    24      :04  n     n    n                    n
6/1/2005  9:09:03AM  ACD IN  24      :01  n     n    y    7710            n
6/1/2005  9:09:04AM  AVAIL   0      2:30  n     n    n                    n

I usually export the Agent Trace report to an excel spreadsheet, then I apply a filter and I highlight all the rows where the RLS field is Y, the TRANS OUT field is N, and the TIME field is 5 seconds or less. Afterwords, I look at the entire spreadsheet and see where I have my highlighted ACD IN rows; which ones are immediately preceeded by an AVAIL then a RING state, and immediately followed by another AVAIL state (or AUX WORK, if you have auto ACW).

Susan
"'I wish life was not so short,' he thought. 'Languages take such a time, and so do all the things one wants to know about.'"
- J. R. R. Tolkien, The Lost Road

 

[Coineandude]

yes, what Susan said

 

[Torcedor]

Susan,

I didn´t get very well only one thing from your explanation. You said to look for ACD IN with time less than 5s ... in this part I didn´t get that 5s because if an agent talks to a client for 3min (for example) and then hang up on purpose, this theory goes down in my opinion ....

My problem was that even when I was hanging up the field RLS appeared YES. And now I found out what was my problem: I was calling the VDN from an internal phone at the same building. I needed to call the Call Center´s phone number (not the VDN directly) .... than it works ...

but here in our Call Center, our agents call the supervisor using an integrated solution Browser+DAC. Then in my Trace Report, I need to pay attention if the agent transfered the call to another location or if he called a supervisor for help.

Thank you all for help .......

in the end, my conclusion is that I am a dumbass!!! =P
I should have noticed my mistake before during my tests .. =\

 

[SF0751]

In my mind, "hanging up on purpose" equals what is known in the call center world as "call flushing" or "call dumping" where the rep will answer an inbound call and then immediately (on purpose) hang up on the caller.

Under normal circumstances, any time the RLS field is set to YES, the rep is the individual who disconnect the call. The trick is, did they hang up because the call was complete? Or did they hang up for some other reason?

Susan
"'I wish life was not so short,' he thought. 'Languages take such a time, and so do all the things one wants to know about.'"
- J. R. R. Tolkien, The Lost Road

 

[Torcedor]

yes .... call flushing and call dumping ... I don´t know that kind of Call Center words because I am from Brazil and I´ve never had contact with that ......

I am from a Support Team and I am helping people here to identify those kinds of stuff ....... by the time I actually got curious on how to do too =)

I "play" with CMS Reports, creating new ones and editing so they can fit better in our needs ....

about the trick, I have access to all the calls so I can see if it was just an end of a call or call flushing (I liked this term =P).

Thanks a lot!

ps: where are you from people?

 

[dmoore7648]

We have NICE Analyzer which provides cradle to grave information of ACD calls. Here is a good example of call flushing.


*Contact Information*

Universal Call IDs: 00001101201116931457

Start Date and Time: Thu 06/16/2005 2:17:37 PM
Stop Date and Time: Thu 06/16/2005 2:18:06 PM
Number of Segments: 1
Contact Duration: 29 seconds

*Avaya Definity Call Segment*

Call ID: 1136520
Segment: 1
Start Date and Time: Thu 06/16/2005 2:17:37 PM
Stop Date and Time: Thu 06/16/2005 2:18:06 PM
Segment Duration: 29 seconds
Calling Party: 949-260-XXXX
Dialed Number: 8902
Collected Digits: 456873487#
ACD: ACD1 (1)
Trunk Group: ATT LD Inbound (3)
Equipment Location:
Equipment ID: 1:Location ID 1:ACD 1

*Contact Routing*

1st VDN: WEST 88876XXXXX (8902)
First Vector: Main West (109)
Disposition Skill Level: 5
Primary Split/Skill: Client Services (221)
In Queue Time: 28 seconds
Answering VDN: CTI CS Med (4652)
Answering Vector: Application 502:ACD 1 (502)

*Agent Information*

Answering Login ID: XXXX, Tony (6013)
Anslocid: 1
Answering Split/Skill: Client Services (221)
Priority Answered: Priority 4:ACD 1 (4)
Talk Time: 1 seconds

*Segment Completed - Agent Released*