Scamming Symposium

[changemaker]

What are some the ways agents can scam the system without making their NR times high?

I have noticed one guy stays on hold after a call for a long time. Sometimes I hear silence for 20 minute intervals but it also happens when he is not here. I know about pressing the "program the phone" button. What else can they do? I think they are up to something.

Also their are 2 agents that alwasy get slammed by calls. Everyone is in the same skillset, at the same levels. What else could cause this?

Thanks for your help everyone.

 

[tnphoneman]

They can press the make busy key 1 time and it does not show in the nor ready state and they are not in the logged out state either and they will not get any calls presented to them.

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[captaingadget]

Another favourite is hitting their DN key then releasing it. In fact hitting any key that will signal to the system that the phone status has changed can alter the sequence. To stop this make sure the queuing parameters in global settings is set to longest idle agent since last ACD/NACD call rather than status change.

You may be able to see what skullduggery the agents are up to from the call by call stats.

 

[Milesprower]

Some follow up: Hitting the Make Busy key once DOES log you out of Symposium. It also tells the switch the phoneset is in Make Busy state. No calls will be routed by the switch to that phone until the Make Busy key is pressed for a second time.

To queue to the longest idle agent, you have to select both the global setting mentioned by Captiangadget (longest idle agent since last ACD/NACD call) AND you must use the BY LONGEST IDLE AGENT option with the QUEUE TO SKILLSET command. Like this:

QUEUE TO SKILLSET sample_sk BY LONGEST IDLE AGENT

 

[captaingadget]

I have to admit that Miles' answer got me rushing to the scripting guide 'cos I couldn't understand why you would need to specify "BY LONGEST IDLE AGENT" as this is how an ACD should work by default. So here is an extract:

""The LONGEST IDLE AGENT intrinsic is the ID of the agent in the skillset list who is idle the longest.
The LONGEST IDLE AGENT is determined by either the idle time of the agent since the last contact was disconnected or the total idle time of the agent since logging on. The algorithm that is used is a system parameter set by the
administrator in the Global configuration screen under Configuration in Contact Center Manager Administration.
If you specify a list of skillsets, then the return value is the LONGEST IDLE AGENT for all the skillsets.
This intrinsic applies to both voice and multimedia contacts.
Note: If you queue the contact to only one skillset, you do not need to use this intrinsic. The server automatically queues the contact to the agent who is idle the longest.""

So you only need to specify by longest idle agent if you are queuing to more than one skillset. This is because the system will search for the longest idle agent in the skillsets specified in the order you specified them.

EG. QUEUE TO SKILLSET skill_a, skill_b

This will search skill_a first then skill_b. If you add BY LONGEST IDLE AGENT then it will seach both skillsets together for the longest idle agent.

 

[Milesprower]

I admit the Nortel documentation is confusing. As I have been an engineer a long, long, time, I tend to be conservative and take the absolute most safe approach. I also had a customer in SCCS release 5 who actually ran tests and it appeared that the longest idle agent did not get the call.

If you read through not only the Longest Idle Agent Instrinsic (where the above information is referenced), but also through the entire QUEUE TO SKILLSET command documentation, you will find the following paragraph:

If you use the BY LONGEST IDLE AGENT option, and two or more agents (with the same priority for the skillset) are idle in the listed skillsets, the agent is selected based on the selected Global Skillset setting for Agent Preference.

and further on down:

If you do not choose the BY LONGEST IDLE AGENT option, then the call is presented to the longest idle agent since the last status change. In addition, when you choose multiple skillsets, the system randomly queries the skillset (the order in which the skillsets are checked varies from call to call), and the call is presented to the longest idle agent for that skillset.

This is enough for me to always add the LONGEST IDLE AGENT option. I have asked for clarification at Global Knowledge classes and the instructor has always expressed surprise and confusion when I point them to the actual documentation.

I expect the ambiguous documetation results from the engineers and tech writers not understanding each other.

 

[Johnthephoneguy]

Another trick I have caught was agents pressing the dn key without dialing. They do that until it times out then release and start again. It doesn't catch them as a DN call because they haven't dialed anything, nor does it present a call to them.

JohnThePhoneGuy

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