Hi all! HAVING ACD QUEUE ISSUES:
I need someone to look over this programming. It's been in place for many years but I am now getting reports that people are being left on hold for over an hour at a time. I have had a few complaints of late from a new manager. Nothing has changed on the Queue. I have noted in reporting that there have been some lengthy hold times. The last one I saw was 45 minutes. It could be there was always something wrong and the last manager did not pay much attention or the staff is not logging in properly or excessively using NR key. If anyone sees anything that might help, I would appreciate it. This was set up by the previous Communications Specialist before me. We also use CallPilot Application builder where the Queues are also treated and have holiday settings etc.
Thanks!
Queue 1
ACDN 3982
TYPE ACD
CUST 0
ACDN 3982
MWC NO
DSAC NO
MAXP 2
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 27
FRT 6
SRRT 22
SRT 40
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 3983
FNCF NO
FORC NO
RTQT 4
RTQO MSB
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 6
OVTH 5
TOFT 60
HPQ NO
OCN NO
OVDN 3983
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 53
RTPC NO
STIO 9
TSFT 120
HOML NO
RDNA NO
LABEL_KEY0 NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
SIPQ NO
IVR NO
OBSC NO
OBPT 5
CWNT NONE
Queue 2
ACDN 3983
TYPE ACD
CUST 0
ACDN 3983
MWC NO
DSAC NO
MAXP 8
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 27
FRT 6
SRRT 22
SRT 36
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 91xxx xxxx
FNCF NO
FORC NO
RTQT 4
RTQO MSB
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT 120
HPQ NO
OCN NO
OVDN 3982
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 53
RTPC NO
STIO 9
TSFT 120
HOML NO
RDNA NO
LABEL_KEY0 NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
SIPQ NO
IVR NO
OBSC NO
OBPT 5
CWNT NONE
I need someone to look over this programming. It's been in place for many years but I am now getting reports that people are being left on hold for over an hour at a time. I have had a few complaints of late from a new manager. Nothing has changed on the Queue. I have noted in reporting that there have been some lengthy hold times. The last one I saw was 45 minutes. It could be there was always something wrong and the last manager did not pay much attention or the staff is not logging in properly or excessively using NR key. If anyone sees anything that might help, I would appreciate it. This was set up by the previous Communications Specialist before me. We also use CallPilot Application builder where the Queues are also treated and have holiday settings etc.
Thanks!
Queue 1
ACDN 3982
TYPE ACD
CUST 0
ACDN 3982
MWC NO
DSAC NO
MAXP 2
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 27
FRT 6
SRRT 22
SRT 40
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 3983
FNCF NO
FORC NO
RTQT 4
RTQO MSB
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 6
OVTH 5
TOFT 60
HPQ NO
OCN NO
OVDN 3983
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 53
RTPC NO
STIO 9
TSFT 120
HOML NO
RDNA NO
LABEL_KEY0 NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
SIPQ NO
IVR NO
OBSC NO
OBPT 5
CWNT NONE
Queue 2
ACDN 3983
TYPE ACD
CUST 0
ACDN 3983
MWC NO
DSAC NO
MAXP 8
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 27
FRT 6
SRRT 22
SRT 36
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 91xxx xxxx
FNCF NO
FORC NO
RTQT 4
RTQO MSB
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT 120
HPQ NO
OCN NO
OVDN 3982
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 53
RTPC NO
STIO 9
TSFT 120
HOML NO
RDNA NO
LABEL_KEY0 NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
SIPQ NO
IVR NO
OBSC NO
OBPT 5
CWNT NONE