Ring no Answer and Busy Dn Calls

[Watertown]

How are "ring no answer" or busy DN calls pegged in Symposium.

Agents will call phone numbers that are either busy or ring no answer. Real time displays will show the incall staus as busy and the DN/IN & Out column will be blank.

Agents are doing this to keep their not ready times low.

How can I prove to supervisors agents are doing this...

 

[sandyml]

Watertown, in those cases the PBX does not generate a record (no call completion), so I don't think you will see anything pegged in Symposium.

 

[roadrunr92]

my recent question on this basically came out as "if you don't complete the call, SCCS will not peg the call and thus--not report on it".

 

[johnpoole]

a call forwarded past the group is not completed within the script.. no peg.. i ran into that when looking for an overflow report... ovdn pegs not fna/hta

john poole
bellsouth business
columbia,sc