SCCS 4.2 Call by Call Reports

[ccastillo]

Does anyone know (besides SCCS reporting class) of any useful utilities/guides to help you better understand Call by Call Reporting. I've looked at the reports several times and they are very cryptic. I seem to have a few agents stating calls are just disappearing off the lines or their phones are mysteriously going into "not ready" when a call is presented.

I want to run call by call reports to see if they tell me just how the call was terminated i.e. by the agent etc. I'm not saying the agents are "bumping calls" but it always seems to be the same agents on the same days or within a few days of each other.

Is there any other way to tell if the agents are hanging up or bumping calls?

Thanks In Advance,

 

[ccastillo]

Also,


I have already run a "short calls" report and although it does show the agents to have a high amount of short calls it still does not tell me if they ended the calls themselves.

Thanks Again,

 

[KillianK]

This could be a setting on your ACD queue, the Agents might have a different setting that put the phone in a "Not Ready State" or check the call presentation in Symposium?

Do the agents remain logged in?

KK

 

[ccastillo]

Thanks Killiank,

They do go into not ready state if the call is presented but not answered after three rings. Then the call is placed back in queue also in Call presentation the the Return to Queue Mode that places them in not ready is set at 18 seconds but they are claiming it is happening instantly? That is why I wanted to be able to understand Call by Call reporting.