Multi Skilling Agents

[BobZahn]

I currently have all of the agents set up to be multi-skilled across a series of skills. Some of those skills are setup as IVR's where as other skills are meant for agent call handling.

We received word from our client that some agents have found a way to change this multi-skill setting and are changing their login so they are only logged into the ivr skill, thus avoiding calls for long periods of time.

Is there a way to lock out this feature on the phone handset? Once they log into the phone at the start of their shift I want them to be multiskilled and not have the ability to change this at all. Any ideas?

 

[biv343]

There isn't any way that I'm aware of to force agents to log into multiple skillsets. When they log in, it will say "Skillset: All". They can change it to log into any particular skillset that they want.

Unfortunately, the system doesn't always circumvent personnel issues like this. I had one customer who had this same problem, and they made one change that cured the problem: If the agents didn't log into all skillsets for that day, and the reports showed they weren't logged in where they should be, then they wouldn't get paid for the time they weren't logged into all skillsets. Drastic, but it only took about a half hour to fix the problem once the announcement was made.

 

[AlquestTech]

I have had several problems where customers were not answering phones or doing their jobs, and the supervisors always want to try to address it with the nortel.

Sometimes, as with this, it is impossible. It seems that it makes more sense for a supervisor to tell a worker, "this is your job, it is what you get paid to do, do it".

 

[BobZahn]

AlquestTech

Thanks. I'm of the same thought. Hoped there was a way to fix it from the technology side but with us building one simple report that the supervisors can look at each day they will have the ammunition they need to discipline anyone not doing their job.

Thanks