Recent content by nbourdon

What would be the short code to 'pickup' a call from the queue / group? Is there also a short code for an agent to indicate a 'busy' status and therefore notify the ACD not to forward calls until cleared?

crashtest1000 & knIPOog We currently have wrap up time set to 20 seconds for all agents. Agents leaving their desks have been requested to hunt group disable to leave the group. I understand from another post the it may be possible to program a button that will provide an agent additional time...

Is there any way for an agent to request a call be presented from the queue prior to the established wrap-up time expiring? Currently our wrap-up time is set to 20 seconds in a financial services call center. Many times it is not necessary for this length of time to expire prior to another call...

crashtest1000 Management is using the Incoming calls by Target Group report - We pull reports based on a hunt group. Our hunt group is a 'most idle' group. There is no overflow group - each group is on it's own. Calls do not ring in from DDI's nor do they go to voicemail. HTH

knIPOog Yes - I means 'lost calls' - call center management refer to them as abandon - probably a holdover term from a previous platform. We are using a 'most idle' hunt group. If an agent is not ready when a call is presented even though her wrap-up time has expired, she will not pick up a...

Trying to understand how IP office calculates abandon calls. Reports show abandon rats of 17% - 33%. If this was true, we feel we would hear this from our clientel regrading excessive wait time, etc. Nothing major. How can we better understand this number to better manage it and maybe decrease...