Return to Queue Stat on Call Force agents 1

[atascoman]

I have recently installed a SECC 4.2 system and am having a strange problem. When the supervisors run the agent performance reports on their agents who are under call force, the return to que stat is sometimes very high. I though that this statistic would not apply to agents with call force since they don't actually have control over answering the call or not. I found a patch for the PBX on this, but it's for RLS 23.55 and the customer is on 25.40B.

 

[fonchick]

I have not worked on Symposium express...I work on Symposium. We were having the same problem with Return to queue on forcing when we had call force timer delay set to more than zero. This is because the agent hears the beep showing that a call is going to be presented and then has 3 seconds to go into not ready and return the call back into queue. We set the call force timer to 0 and set the break timer to 3 seconds. This way when an agent hears the beep, they get the call presented right away, but they have a 3 second break between calls. You need to watch the real time displays with the break timer as there are ways to manipulate it such as pressing your extension key while being in break and you will extend your break as long as you have dial tone. Check your call presentation classes and see how they are set up.

Fonchick

 

[atascoman]

Thanks for the advice. I didn't know they could still bump the call while under call force.

 

[fonchick]

Isn't it amazing the things that you learn from the school of hard knocks...They seem not to teach this stuff in a Nortel class!