Longest waiting issue

[bartypuss]

I have a bit of a problem with call distribution which doesn't always appear fair.
We run a call center and have an IPOFFICE 500V2 9.0.100.845

Our helpdesk is setup as a hunt group and the Ring Mode is set to LongestWaiting.
Our call reps have found that if they take their phone off the hook and put it back on it resets the longestwaiting period and subsequently don't get the next call coming in.

What method can I use to ensure all reps get their fair share of the calls without them being able to override this.
I have tried setting to rotary but this isn't fair either.

Any advice would be greatly appreciated.

 

[sizbut]

A threat of dismissal letter. Seriously. Even if this was fixed or worked around in the software, agents doing that deliberately would find another way (call each other and hangup, logout/in again). Sometimes human behaviour (misbehaviour) has to be fixed with human methods. At the moment its clear that they don't respect or fear you.

Stuck in a never ending cycle of file copying.

 

[amriddle01]

Or just change the ring type to a type/order that's guaranteed to piss them off, tell them when they stop acting like children you'll change it back

 

[bartypuss]

Is there an easy way I can monitor their behaviour?

 

[amriddle01]

Run reports on their activity, you'll see how many times they went off hook but never dialled or answered a call, assuming it's a proper call centre with the relevant software of course

 

[bartypuss]

I have found this that may help.
User | Telephony | Supervisor Settings | Reset Idle Timer | External Incoming setting

 

[amriddle01]

Should do it, I was just looking for that setting.... I thought I had seen it somewhere

 

[IPGuru]

Bartypuss
That may mask the underlying issue, untill they find the next way.

Sizbut is correct, P45 is the correct solution.

alternativly you could try Name & shame, once their co-workers are aware that someone is skiving off & making them work harder they may tke action themselves.

A finnal option is the Carrot - offer bonuses for most calls answered.





Do things on the cheap & it will cost you dear