Not Ready Default Code

[mark11966]

We have several agents questioning the frequency and volume of the Not Ready Default Code on their agent reports. They claim that they are entering an Activity Code but the Symposium is reading it as the Default Code. I believe that I this is ocurring when an agent uses the Not Ready button to end the call (as opposed to releasing the call or waiting for the caller to end the call). When using the Not Ready button to end the call it appears that the Activity Code is not picked up. Has anyone else experienced this?

Thanks.

 

[atascoman]

I have not seen that specifically, but the agents should not be using the not ready button to end the call. Since the Symposium doesnt see that as a normal call termination I would imagine that it gets confused as how to tag the call.

 

[lretrievers]

Actually, Not Ready can be used to terminate a call. If an agent does not use the Not Ready button to terminate the call, they risk the chance of being presented with another call immediately. If they need to do any "post call processing" work, they may not be able to do this if they are immediately presented with a call.

I would test what the agents are telling you, as I have not had this experience with Not Ready codes. When they hit Not Ready, the Activity Code (Charge Account)button should flash, is this when they are entering the code?

 

[msawyer23]

make sure the agent is pressing:
activity code key
entering the code
pressing activity code key AGAIN. A lot of times agents forget to do this and the code is not logged

 

[mark11966]

Thanks all for the responses. We have done some testing and when you use the Not Ready button to release the call (to ensure that you aren't presented with another call), press Activity, Code, Activity the call is tagged as Not Ready Default Code. This happens regardless of the Activity Code chosen. So, to ensure that the codes are recorded properly we use the Release button to release the call and then we use Not Ready, Activity, Code, Activity and all gets logged correctly. Unfortunately there are instances where a call gets presented and the agent has to return it to queue because they have an activity (lunch, for instance). Our Activity codes are now correct but we are showing an inflated number of calls returned to queue.

 

[mte0910]

On the Call Presentation Class, check to see if you are offering an after call break, if not, that should fix it, if so, up the value of time you offer a break.