Agent left Available

[scottyjohn]

Hi all,
I have a problem where over the past couple of days different agents have finished their shift and left themselves on available, thereby taking around 140 calls and ruining their whole teams conversion bonus!
We have a dedicated CMS team who monitor agent states and queues. They watch the "real time agent report" on centrevue using a generic tracking skill which is added to all agents.
I would ideally like to add a "total ACD calls" column at the end but it only relates to the generic skill and not all skills. Is their any way to track this to stop it happening again? John

http://www.eagle-i.co.uk

 

[europe]

John,

Look in to RONA, or redirect on no answer.
It is a DEFINITY setting on the hunt-group form that is specifically designed for these situations.

When an agent walks away from the set and leaves it in he available mode after a specified number of rings the setis put in the AUX mode and the call is redirected back in to the queue at the first place. Thus the call will be the first call answered by an available agent for the specific hunt-group.

You could specifie a RONA VDN on the hunt group form, if you put a VDN there, the call will be redirected to that VDN.

In the CMS in the exceptions reports, both real-time and historical, you can see how often and at what agent login ID RONA was activated. Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[EPalle]

Cancel the Auto-matic answer
That will for sure solve your problem for the agents but will create one for the customers (and I don't think that you want that), so....

Try to create a report based on an AGENT GROUP report.
Create an Agent Group that holds all agents created in your PBX. You can then do a sum(ACDCalls) and as this report is based on an agent table it will take the sum of all ACD calls for all agents (doesn't care to what split they are logged-in to).
I don't see yet how this will help you to trace agents that are gone but still are available for ACD Calls, unless the CMS team knows who is on shift or check the average talk time.

Otherwise you will need to check the daily reports for staffed time (maybe you can add this also for the real-time reports or maybe integrated reports??) and lett the management talk to the agents with a staff time of more then xx hours??

Hope this helps,
Erik.

 

[telcoguy]

Adding to Erik's comment:
specifically the the dagent table contains 2 fields i_stafftime and ti_stafftime, both relate to the number of seconds a user is logged on,
what you could do is check whether this value exeeds the time they should be logged on in total as an indicator
also take a look at the noansredir field this diplays the number of times call's "rona'd"
RONA should prevent the calls from being queued more than once anyway.

 

[scottyjohn]

Thanks for the help guys.
Unfortunately, removing auto-in for the agents isnt an option. I tried what you suggested about adding all the agents into an agent group. This worked ok but then I tried to add a new element to the query which would give me a sum(ACDCalls) type result. I cant figure how to get this calculation to run. It isnt available from the boxes on the left and when I try to add it manually using the "other" box it throws up an error. I would ideally like to add a total ACD calls column and AVG handling time column. John

http://www.eagle-i.co.uk

 

[EPalle]

Hi John,

Yeah, removing auto-in is indeed not a good idea.
I will try to create a similar report but I need some more info (to be sure I'm doing what you need).
As I understand it, you need a report with the following fields:
- Agent (name & LoginId)
- Total ACDCalls for that agent
- Average ACD time

The calculations are those for the day or the interval ??
I will try to create a report on my PBX.
I have a Definity V6 with CMS V5. Will do it later today...

Erik.

 

[EPalle]

Hi John,

It is "normal" that the query gives an error on the report when you do a SUM(acdcalls). As you are using a Real-time report the field ACDCALLS holds all the acdcalls that the agent answered during the interval, so ACDCALLS = SUM(ACDCALLS).

Average ACD time:
I tried AVG(ACDTIME) but that gave an error as well, so I tried ACDTIME/ACDCALLS and that works fine.
Don't forget to check the format (number -> time)

Hope this helps,
Erik.

 

[europe]

Again RONA or Redirect On No Answer should be the way to go. In CMS you can activate at the Agent Excepetion Administration a field that is called Ringing call automatically redirected from agent ones you activated that and have RONA administered in the DEFINITY by looking at the Real-Time Exception Log you can look at the situation Real Time, in the Exception Report option you can run Historical reports. Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[EPalle]

Hi Europe,
I think that John is using Automatic Answer.
This means that RONA will be 0. As the phone will be picking & answering the calls.
John, can you confirm this ??

If you are not using Automatic Answer, then Europe is correct, check the RONA.

Regards,
Erik.

 

[scottyjohn]

Thanks for all the response guys. I am indeed using auto answer. We run quite a big centre here and to change over to agents having to answer the calls would create a huge problem in terms of resourcing! Eric, you are going in the right direction. I have tried to duplicate what you have but I seem to be getting zero values for the ACDCALLS column. When adding items to the query all other values are listed in the form cagent.VDN, etc. I tried changing my new values to this format and it doesnt seem to make any difference. Any ideas?
John

http://www.eagle-i.co.uk

 

[PDHall]

One potential solution would be to force agents out of Auto-In once a call has concluded. This would mean that if an agent did leave themselves logged in they would essentially only miss one call before being put into ACW. If you give me a wishlist for your report I'll do it on our CMS and send you the script. I would point out though that this is really a disciplinary area, you should focus on the agent training to combat this one!

Regards,

 

[scottyjohn]

Hi Phil,
We have had a large intake of temp staff and unfortunately the budget constraints mean that their training is pretty short. Not my area!
With regard to the report I am looking for a real time report that gives agent name agent login, total ACD calls (across all skills) and Avg ACDTIME. Ive tried integrated reporting but cant seem to get it quite right. John

http://www.eagle-i.co.uk

 

[EPalle]

Hi John,

An integrated report can't work with Agent groups.
If you want to use an integrated report you will need to select it on split level.
Create the input field and select the Multi-Value option.
When you run the report enter something like "1-300". Then the report will use all splits.
The issue here is that when an agent can login into 2 splits he will appear 2 times on the report.

A real-time report can work with agents groups.
Create an agent group and assign all agents into it (just do something like: 3000-4999), this will add agent 3000 until 4999 into this group.
Run the report, select the agent group and you will see all agents that are logged-in.

Don't know why the ACD column is empty... will have a look.

Regards,
Erik

 

[scottyjohn]

Cheers Erik,
I have added all of the agents into one group and as you say, when they have 20 skills attached to their ID, they appear 20 times! Nightmare! The only reason I thought integrated might be the answer is that in real time I cant seem to get the total calls. From what I can see it would need to add them from the cagent and pagent tables, but it wont allow you to do this! Maybe it just cant be done?
John

http://www.eagle-i.co.uk

 

[Phoneman2]

On the nose PDHall

I'm sure the new agents have a lead or manager watching over them. We had this same thing happen here and it some how became my problem to deal with. I worked on finding a way to log agents out, and came up with one answer
"Manage your own people" Wisdom is Knowledge
that is Shared

Thanks All Phoneman2