MWood
Guest
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 Posted:
Thu Oct 14, 2004 7:22 pm Post subject:
Agents Cheating / Not Working by using Speed Dial with Sympo |
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I've got a Meridian Option 11c with 3905s, SCCS 4.0 & MerMail r13
I have a problem in our call center where the following conditions are
exploited by our agents:
Agent is Logged In
Agent is *not* in 'not ready' state
Agent presses outgoing DN Key
Agent then presses speed dial list (SScUser) Key
Agent can then walk away because phone will not time out this
condition and the agent set is seen as being 'busy' by the system.
There are no activity codes required, there is no outgoing DN activity
in the 'call by call stats' because there is no phone call made.
In fact the only way we can 'catch' this is by comparing time
differences in agent performance reports.
Any way to block this activity altogether without removing the
outgoing DN or the SScUser key functionality from the set?
Thanks for the help!!
Sincerely,
Matt Wood. |
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