Post Call Processing time

[rwylie81]

Hi,

I was just reading the now closed thread thread959-984454 ,
and I am looking at the time after an inbound call, that a not ready state will generate PCP.

I set up a test so that at the start of an interval, I delivered an inbound call, talk time about 5 seconds, and then left it idle for 13 minutes. One minute before the end of the interval, i put the agent into a not ready state. Sure enought, it generated post call processing time of 1 minute.

Is there anyway to set a timer so that PCP expires?

 

[knate]

I've been looking for a solution to this as well.

We use Witness WFO for our scheduling and it uses PCP to generate a concept of "AHT.

We initially used NR codes for breaks, lunches, etc. Because much of that time fed into the PCP measurement we had to discontinue that practice and have our agents sign out for anything not "Call related". This has become a major issue for us. (We'd like to track individual time spent in different activities, which we cannot do at this time.

If you happen to find any information on how to work around this, I would greatly appreciate anything you found out.

 

[kenpitchford]

It's a pain but we give each agent two logons. xxxxx for ACD activity and 8xxxxx for "Off Phone" activity. That way when they go to Lunch\Break\meeting they log off their ACD logon and login to their "Off Phone" Login with an activity code of "Lunch" Our duty sups watch to make sure knowbody is on a "Break" using their primary login. This helps prevent unwanted PCP.