Return to Que

[CTarv]

We currently have a CS1000M 5.0. and Contact Center 6.0. We are having agents that are having "return to que" stats on their agent performance reports, but the agents swear they are not returning the calls to the queue. Some of these agents are remote (a mix of IP/softphone off the PBX and some MCK users). Is there any other way that this stat can be triggered other than the agent not being at their desk and being ready when a call comes in or manually pushing not ready to send the caller back to the queue? The call center in question believes that if the IP folks lose their connection for a brief instant and a call comes through, it may show up as returned to que. I've noticed since we upgraded the PBX to 5.0 that it seems to do a good job of logging them out when they lose their internet connection at home. Any ideas?

 

[Milesprower]

If the data path for IP phones is congested, funny things can happen. Call control/agent state information may not be transmitted back to the switch/Contact Center Server.

The machine does not lie, but it can only tell you what it knows. So if your bandwidth is suspect, make extra sure you fix that issue. Once you have, then it's time to lower the boom on those agents who are exceeding the norm for return to queue.

 

[captaingadget]

I believe Miles is right. The CC6 will only identify the agent to receive the call. It then instructs the succession to make the connection. If the succession cannot complete the call setup due to bandwidth issues, the call will be requeued.

 

[CTarv]

Thanks for the responses. The bandwidth is more than enough on our end, but the home users use DSL and Cable to connect to our VPN. Many of those agents lose connection at some point during the day.