Agent - Trace By Location 2

[p26974]

I've been asked to look at some Agent Trace reports from CentreVu v9, and in one instance an Agent appears to be Available, then go into Other, back to Available after a short time, return to Other, and repeat.

They always appear to be in Available for around 2 mins, then into Other for only a second or so.

Gut feeling is that they are manipulating things so that they are never the 'longest waiting Agent', but I need to know what Agents can do on their phone turret that would register as 'Other' on an Agent Trace, given that the Trace reports across all assigned skills. I assume they are using feature keys, but any help would be greatly appreciated.

 

[cyberjamos]

From my experience "OTHER" tends to be when the agent opens up a line to dial out. However CMS guives a better description of what OTHER is:

Agent POSITIONS will show up in OTHER directly after the link to the switch comes up and directly after the agents log in before the CMS is notified of the agent's work state.

For Generic 3 switches, other work includes: while in Auto-In or Manual-In mode, an agent put any call on hold and perform no further action; the agent is on a direct agent call or in ACW for a direct agent call; the agent is dialing to place a call or to activate a feature; an extension call or a direct agent ACD call is ringing with no other activity.

For Generic 3 switches without EAS, agents are logged into multiple splits and doing work for a split other than this one (on an ACD call, in ACW, or on a personal call attributed to a split other than this one.

For Generic 3 switches with EAS, agents are logged into multiple splits and doing work for a split other than this one (on an ACD call or in call-related ACW).

For Generic 3 switches with multiple call handling, agents are available for other skills.

Generally you are right, agent will tend to try to place themselves towards the back of the MIA queue by jumping into AUX and back into AVAIL; this could just be a slyer way of doing it.

Cheers,
NJ

PS: Please let me know if my advice has been of any use.

 

[p26974]

As the Agent Trace is a single report which covers activities in all skills, the 'Other' would surely not cover work outside a particular skill set, as the Agent Trace report states each activity, and the skill to which it relates.

I would assume that, for example, they are selecting a line as if to dial out, and then hanging up again - the Trace shows that no digits have been dialled - but ACD time, Dialled Numbers, AUX times, etc, are all stated under the code/function which they used at that time (as they are Agent-specific, not skill-related).

It's this that I need - what buttons on their turret would count as 'Other' on the Trace report??

Otherwise, thanks for your posting. Very informative.

 

[jfh9219]

The agent switching from AVAIL to ACW or AUX does not register as OTHER in the trace, it registers as ACW or AUX. The agent going offhook while in AVAIL mode does generate an OTHER record with the duration being the time offhook.

The only documentation that I have found says that the MIA QUEUE is ordered by the time since the agent's last call(longest to smallest). Doesn't say ACD call but I suspect that.