On Hold Compliance

[sheldoom]

This forum is so nice. Janni your a best.

My newest issue. Customer calls me today and says that compliance is now requiring that the call center agents cannot put a call on hold for longer that a certain amount of time without returning to the caller and letting them know that they are still working on their issue. To do this it would require a report that would include -

1. Agent X answers call and talks for 30 seconds
2. Agent X puts caller on hold for 50 seconds
3. Agent X takes caller off hold and talks for 5 seconds
4. Agent X put caller back on hold for 60 seconds
5. Agent X takes caller back off hold and talks for 20 seconds
Etc, etc,

Even the Agent Detail Report doesn't provide this detailed information.

Is there a way to do this?

If this customer had access to the call data they probably have the capability to manipulate the data to create this type of report.

Thank you!!

"All men are fools. Some the wise, fool others. Others the foolish fool themselves. While a rare few fool both others and themselves. These are the rulers of men" from 'The Darkness That Comes Before' by R Scott Bakker

 

[janni78]

That's a bit tricky, you wouldn't get this from the TR database either as it just adds the time for each state in one row.

Think the only way to do it would be to use the IPOCC Web Services and monitor the agents or tasks to see what is happening it them in realtime.
You could also do that with a TAPI application or maybe you could use Xima as that would show give you cradle-to-grave on the calls.

"Trying is the first step to failure..." - Homer