| Author |
Message |
MWood
Guest
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 Posted:
Thu Oct 14, 2004 8:39 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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Bob
Guest
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| Posted:
Fri Oct 15, 2004 7:05 am Post subject:
Re: Agents Cheating / Not Working by using Speed Dial with S |
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Yes. Take the SSU key off the agents phones after you build a FFC for SSPU
"System Speed Call User Code". Make it something simple like *7. The result
would be that user presses the DN key, dials *7 + an entry. This is one more
key press than they currently have to do. I haven't tried it, so build it,
and make sure it time out properly if they just dial *7 (or whatever)
"MWood" <mattgwood@yahoo.ca> wrote in message
news:2e91680c.0410140839.18258044@posting.google.com...
| Quote: | 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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| Back to top |
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Bar Bar Black Sheep
Guest
|
| Posted:
Fri Oct 15, 2004 9:22 pm Post subject:
Re: Agents Cheating / Not Working by using Speed Dial with S |
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Matt,
We have similar issues with agents cannot rember the latest trick something
to do with being able to keep break going for min utes or of course the old
one of loggin with another agents logon and stay in not ready you don't get
the wrap for that one the other person is penalised and it's not even there
fault. agents are sneaky they will always find another way but the below
offers a good solution to start with. Why are you using system speed call
cannot the agents dial the numbers in full?
Adrian
"Bob" <BobsJunkMail@bellsouth.net> wrote in message
news:27Hbd.1270$qH3.785@bignews6.bellsouth.net...
| Quote: | Yes. Take the SSU key off the agents phones after you build a FFC for SSPU
"System Speed Call User Code". Make it something simple like *7. The
result
would be that user presses the DN key, dials *7 + an entry. This is one
more
key press than they currently have to do. I haven't tried it, so build it,
and make sure it time out properly if they just dial *7 (or whatever)
"MWood" <mattgwood@yahoo.ca> wrote in message
news:2e91680c.0410140839.18258044@posting.google.com...
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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