Sccs Post Call Processing time

[nononortel]

Hi,

Does anyone know if you need to Release the caller by hitting not ready to envoke Post Call Processing time?
It would appear that if an agent finishes a call by the caller hanging up on them, THEN hit their not ready key, this pegs as PCP time.
An agent can finbish a call and wait IDLE for up to 60 secs then go into Not ready and this STIll pegs as PCP time. What is odd is that in the Agent Peformance report, it also pegs as Not Ready time.

Any ideas?

 

[johnjose]

Hi nononortel,

By my experience you needn’t to release call by hitting NRD to evoke PCP time. After the call is disconnected Agent can press NRD anytime ( even after 2 minutes) to start PCP time (see Agent by skillset Performance Report) .
Parallelly is also running NRD time in Agent Performance Report.
Then this Agent presses NRD again for going to idle status …. NRD+PCP are stopped.
The agent presses NRD again (before next call) … no PCP , only NRD is running.

johnjose