Make busy

[Mitelpassion]

Hi,
Is it possible to disable the make busy feature all together on an ICP 3300 running ACD? In other words I don't want to allow any agent to go into make busy state.

any help is appreciated

 

[MitelInMyBlood]

Make Busy is a FAC (feature access code) so don't program a FAC for MakeBusy and don't program a button for it on the agent sets. Set the wrap (work) timer to zero. Wouldn't that solve it?

Without MB tho how does an agent take a break? Log Out I presume.

 

[Mitelpassion]

Hi there,

There are no feature access codes programmed. As far as I understand the feature access code is only used when you actually want to assign actual codes. However by using the superkey and putting the set into make busy mode it merely defaults the code to be a 0. It does not actually matter if you have a fac programmed or not.

The answer to your second question is that they actually do log out. This is a very strange request from the client, I agree. I have also checked in the COS and could not find anything in there.

E

 

[deanmulley]

could you please elaberate as to why they would want this? what happens if they do not want to answer an incoming call on the path and they are in a ready state? do they just log off when they dont wish to take a call? are they runnung reports on the agents ?

 

[Mitelpassion]

Hi deanmully,
These call centre agents are lazy. They supervisor has the super advisor on a big screen in front of her. So she can see who is doing what. Still they want to disable make busy. Also the agents have this thinking. "When I am logged off, not good", "when I am on make busy, I am still logged in, good!" The fact that they can't take calls either way has no relevance. I have told the client about the reports that they can pull on make busy states. So they can confront an agent if he/she is on a toilet brake or smoke brake 4 hours a day. Still they want to disable this feature. If these agents don't want to answer they simply just put themselves in MB.

 

[MitelInMyBlood]

Sounds to me like a strong case for the PrairieFyre ACD reporting package and a wall sign. The MakeBusy function is far too useful to disable it, no matter how anal the supervisor is and no matter what slackers the agents are. One example is the wrap timer, which places each agent in MakeBusy for a brief, pre-set amount of time between each call to allow for any wrapup work the agent might need to do. The MakeBusy feature also supports system-definable {sp} MakeBusy reason codes.

Wall signs are cool. Everyone can see at a glance exactly what's going on in the group. Good eye-candy for Sr. mgmt as well.

 

[Mitelpassion]

They are using 6110 software with 6115. That is why I suggested they use the reporting tool. I think a lot of it has to do with the fact that their previous system did not have ACD functionality. I think they just used circular hunt groups.

I am waiting to see what they respond with in terms of the fact that I cannot disable MB in totality.

E

 

[MitelInMyBlood]

There's some very nice, very useful, real time Agent monitor tools in that package. For goodness sake encourage their use. It's arguably one of the best reporting packages of anything commercially available at any price, including the big Rockwell ACD used at Home Shopping Ntwk. They've spent the bucks now someone needs to show them how to use what they bought.

 

[Mitelpassion]

My centiments excately however decision lies with the client. I fully agree that it's very very nice piece of software.

E