Trace inbounde calls to agents 1

[Delster]

Hi all,

we have a couple of suspect agents taking calls and immediatly releasing them as they are not those agents primary language queue.

How would i go about either pulling out a report of their old calls or if thats not possible then setting up a trace or record of calls for calls from now on?

Also is it possible to get this from CMS?

cheers

Del

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umm,it IS supposed to do that, right??

 

[SF0751]

Old call history will only be found if you have a CDR package - I'm not sure if you will find what you're looking for there, though.

I use the CMS "Agent Trace" function for these issues. Select "Agent Administration" - "Activate Agent Trace". The report is found under Historical/Agent/Trace by Location, and will begin as soon as you've activated the trace. You're looking for very short calls ( > 5 seconds) where the agent has released the call (the RLS column will be marked with a Y).

Good luck!

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison

 

[Delster]

Thanks for that Susan, did find activate trace but couldn't see how to retrieve it!

where do i send the flowers?

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umm,it IS supposed to do that, right??

 

[NetworksMD]

You may also want to set up Agent Exceptions where the call duration is less the five seconds on more then 2 occurrences (or whatever parameters you think fit). This will allow you to run exception reports or look at the real-time exception logs.

 

[dimpoo]

As Susan rightly pointed out.. The report is available under Historical/Agent/Trace by Location.
In this report, there is a header"Released". This will show if the call was released by the agent.

 

[SF0751]

NetworksMD brings up a good point. Normally, I don't start any agent trace unless I observe a high volume of RONA's in my real-time exception log, or if a call center supervisor suspects an employee of call flushing. I've since added short calls to my real-time exception list; maybe we can identify behavior problems before they become noticable to managers and co-workers.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work."
- Thomas A. Edison

 

[Delster]

An exception report might be an idea for the future.

This case came about as a supervisor suspected a few agents were flushing calls and or placing them on hold as soon as call was received.

Up to now i'd not looked at reports as they are normally done by other people in the organisation (big company) while we just looked after the switch & IVRs

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umm,it IS supposed to do that, right??