Time Spent while Agent Not Answering Calls

[AppSpecialist]

Is there a way to calculate the amount of time that an agent takes to answer a routed call. I know this sounds minor... but if an agent waits for 2 or 3 ring cycles before they pick up a call, it may cause service level to not be met for this call.

In addition, if they just let it ring through and go back to the queue, the situation is made worse.

Right now I am not certain how big an issue this is, but if I could calculate the duration in question, at least I would have more information to go on.

Thanks

 

[HardCoal99]

We've set our agent's COS to auto-answer customer calls. With this set, the agents cannot let calls just ring through.

I'm guessing you can look to the "ring time" field to see how much time is being spent waiting for an agent to answer.

 

[AppSpecialist]

Ring time does not seem to go up... Also we could set them to auto answer... but if they are away from their desk, even though I know they should not be, the customer experience is greatly affected.

 

[IndianaSkinny]

There really isn't a good way to do that. The ring time is for the time the call comes into the system before it is answered by an announcement, etc. In other words, time before answer supervision is returned to the telco.

If you are using event bridge, and logging messages on the server, you could search for the call offered events and match them up with the call connected events. If the server logs the time with the message you can calculate the difference. You won't be able to find the information in the callcenter details, etc.

 

[CmdrGravy]

It's been a while since I last saw an Aspect but as well as ring time you can also find out wait time, hold time and ring time. You need to check in the options to see exactly what is included in these measurements but I am pretty sure you can use either wait time or ring time to get the info you want.