Hi all! I need someone to lo 2

[bltodd]

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

 

[janaya]

There is nothing here that would indicate any 60 minute hold times. All your overflow timers look to be 60 seconds or less. Your RTQ is MSB, so if that was activated on all agents your NCFW would kick in. If people are sitting in queue for 60 minutes, you need to start monitoring them. People are in Not Ready and the call will just sit there. Reporting is very basic and Not Ready reports are not even an option. Just testing and walking over to the group to see who is taking calls and who is in not ready is about the only way to see what is happening.

John Anaya
Amdocs Inc.
ACSS/ACIS - CS1000 Rls 7.5/Call Pilot 5
ACSS/ACIS - SME - IP Office 8.0
APSS/APDS - Avaya UC Services

Public Profile

http://www.linkedin.com/pub/john-anaya/25/1b9/a9b/

 

[bltodd]

Thanks janaya! That is what I suspected but I wanted to bounce it off someone else to make sure. The queue has not changed in a very long time so I don't see it changing. We have always had issue with folks using the NR key and we believe the reports are skewed when folks us it. So I am glad you brought that up sir! The only other thought we had was instability in our system? Maybe something corrupt as far as the queues go. We thought about outing and rebuilding the queues and the phones too so it's all fresh. We think it's possible that a few easy changes may have been done in the past and we know that you are not supposed to do that. What do you think about us rebuilding Queues and ACD sets?

Also, would it be damaging for us to remove the NR Key?

 

[jaxuser]

looks like your queues are set up to print reports; If memory serves, there is an agent report that will tell them how many minutes in an hour each agent is logged in....that would be a simple check to see who the likely offenders are

 

[bltodd]

Thanks you guys! I just wanted to make sure. Having someone look over my shoulder so to speak. We have run extensive reports and found very high usage of NR key. We talked to the Manager and they are going to police the team a bit better. I have given you both Great Post Stars! Thanks again!

Bret :0)

 

[janaya]

I have worked in a site where they moved the NR button to a hidden key. This way the agent had to scroll through their keys to get to NR. Cut down on unauthorized use of NR for the agents.

John Anaya
Amdocs Inc.
ACSS/ACIS - CS1000 Rls 7.5/Call Pilot 5
ACSS/ACIS - SME - IP Office 8.0
APSS/APDS - Avaya UC Services

Public Profile

http://www.linkedin.com/pub/john-anaya/25/1b9/a9b/