ACD Agent behaviour on MCD and no answer

[kwbMitel]

Current release MCD 7.0
Previous release MCD 4.2

My customer is facing an internal challenge that the behaviour of the Agent phone when a call is not answered has changed since the upgrade.

They Claim: "before the upgrade if an agent did not answer the call would be re-queued and the agent status would not change"

I have stated that agent logout on no answer is design intent with the sole exception being the last agent in queue which is configurable to log out or not.

My customer is now faced with the dilemma to trust my years of experience in the system or to trust the users with years of usage experience.

I completely understand that it is a leap of faith for him either way.

So, lets bring some more voices to the party. Which side of this debate do you agree with?

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What's most important is that you realise ... There is no spoon.

 

[jpruder]

Agent No Answer Call Handling
Agents who fail to answer a call within a programmed amount of time are automatically logged out or made absent from all their groups. In both cases, the call is requeued as the oldest call in the queue, to all of the agent skill groups available prior to the call offer to the agent. Agent No Answer call handling is set using the "ACD Agent Behavior on No Answer" COS option.

When you set the "ACD Agent Behavior on No Answer" Class of Service option to "Logout", agents who do not answer are automatically logged out. When you set the option to "Absent", agents who do not answer are automatically made absent from all their groups. The "Absent" option ensures that the Hot Desk profile remains active at all times.

When the "ACD Agent No Answer Timer" COS timer expires, the following events occur:

The caller is automatically requeued into all agent skill groups the caller was previously in as the oldest call within its priority.

The agent is logged out or the agent's presence is set to absent.

The timer and call handling behavior are set in the agent's Class of Service. See "ACD Agent Behavior on No Answer" and "ACD Agent No Answer Timer".

 

[kwbMitel]

jpruder, Thank you for your answer, however it is possibly far too technical for a lay person to understand.

Also, please consider that the Agent logout behaviour option was introduced in rel 6 and would not have any influence on prior behaviour. I fully accept that it influences new behaviour but it was still in default mode of Logged Out when the question was posed.

So, for everyone's benefit, I am asking just the following:

When the system was release 4.2, is it possible that an agent would not be logged out if they did not answer a queue call, assuming they are not the last agent in the queue?

Yes/No (if Yes, please elaborate)

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What's most important is that you realise ... There is no spoon.

 

[augustD2]

From the help of MCD 4.2

Agent No Answer Call Handling

An agent who fails to answer a call within a programmed amount of time is automatically logged out of ACD. The call is requeued as the oldest call in the queue, to all of the agent skill groups prior to the call offer to the agent.

When the "ACD 2000 Logout Agent No Answer" COS timer expires, the following events occur:

The caller is automatically requeued into all agent skill groups the caller was previously in as the oldest call within its priority.

The agent is logged out.

Note: If the "Auto Logout Last Agent No Answer" system option is set to "no", the caller will not be requeued when the "ACD 2000 Logout Agent No Answer" timer expires. Instead, the caller continues to hear ringback tone, recordings, music, or silence until the agent answers, the caller hangs up, an overflow or an interflow occurs.

 

[DoubleUT]

YES and NO, If the ACD Agent No Answer Timer is set to 0 the Agents status will remain as is. The call will not be requeued.( I've not tested this )

 

[kwbMitel]

For the record, I was reminded about the zero option in the timeout behaviour today.

I'd probably forgotten about it as I can see no logical reason use it in that mode. It would potentially cause a call to ring at an unattended phone forever. So yes, there is a way to disable the logout but no there is no way to disable the logout and retain the re-queue as they use the same timer.

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What's most important is that you realise ... There is no spoon.

 

[jpruder]

I didn't figure you for a lay person. I always considered that the default is to log the user who failed to answer out, otherwise it would defeat the purpose of the queue.

The make busy is to keep logged in but not handle calls. I've had many customers that swear they could page overhead handsfree.

 

[kwbMitel]

Sorry jpruder, obviously my goals for this post are not communicated well.

I have already explained the technical aspects to the customer.

I am just asking whether you accept my premise or if you would agree with the users.

My customer has a link to this post, that is the layperson you need to convince.

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What's most important is that you realise ... There is no spoon.

 

[Waldosworld]

Fascinating a company will setup an call centre to serve their customers better and then challenge features and functionality of the ACD when all their employee has to do it answer the phone.
It does not work the way it used to .... It works the way it should!
Present call to agent ... Agent answers call!
If agent walks away from phone logged in and does not in enable makebusy and is presented a call and the no answer timer expires ....agent gets logged out and caller is placed back into queue.

 

[kwbMitel]

Yes, waldosworld, I think it is working correctly but the users are quite adamant that it worked differently before the upgrade and they dont like it. From my point of view not only is it working as it should but it could not have worked as they describe

**********************************************
What's most important is that you realise ... There is no spoon.

 

[LoopyLou]

Hmmm I really don't remember that it would stop ringing a phone and re-queue a call unless the agent was logged out. God the chaos that would cause. Is there any possibility that an overflow occurred to add another agent group to the path which would allow a free agent in the second agent group to grab the call.



You can't duct tape stupid.