Calls in Queue while agents available 3

[learn2shoot]

We have an intermittently reoccurring issue where a call will hang in queue while agents are available. The latest incident of this I have a screenshot from the supervisor which indicates there was five agents in available, with at least one in available for over 5 minutes, meanwhile a caller sat in queue for 1:54.

Why might this be occurring?

 

[AvayaTier3]

a call is considered in queue while it's ringing at a phone where the agent stepped away. Other available agents will not be able to get this call until RONA timeout is reached and the agent is put in Aux Work and the call is redirected to the queue.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

35 years Bell, AT&T, Lucent, Avaya
Tier 3 for 25 years and counting

http://bshtele.com

 

[Stinney]

If you are using whispers as well, the time that the whisper plays is also considered time ringing when calculating the time a call is "waiting" in queue.

We have some rediculously long whispers and the call appears in the oldest call waiting stats even though a coach is is progress of answering the call and listening to the whisper.

Next time this happens, look for calls ringing in the queue.

I actually customized the CMS report to show the difference as the Calls Waiting field is a calculation of calls INQUEUE and calls INRING. I changed the Calls Waiting to Calls In Queue and only calculate using the INQUEUE field. Then I added a field calls Calls Ringing and use only the INRING field. Unfortunately, the oldest call waiting field can't be adjusted to exclude the ring time.

- Stinney

Quoting only proves you know how to cut and paste.

 

[learn2shoot]

Turns out the issue was this we have a slacker agent who stepped away from his desk and RONA was not established for this skill.

We are setting up the RONA and this should fix itself.

 

[leftyx]

Hey real quick...where do you set up RONA?

 

[DAVIDPAYNE]

VDN page 2

 

[Stinney]

It's setup in the hunt group, page 2.

I highly recommend using a redirect to VDN, instead of just back to the queue.

Using a VDN you can redirect to the VDN, then to a vector that "apologizes" to the customer and requeues the call to the skill at a high level. We use the announcement "Your call is important to us, you're first in line to be answered by the next available agent."

We realize that there are other factors that might not make the caller first (another caller RONAed before them) but we do it in hopes that they will be more likely to stay on the line.



- Stinney

Quoting only proves you know how to cut and paste.

 

[DAVIDPAYNE]

May I must be brain dead today, Stinney is correct.

 

[AvayaTier3]

Or, you could fire the slacker.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting

http://bshtele.com

 

[Stinney]

Get RONA working, then use CMS reports to document the people not answering and then fire them.

- Stinney

Quoting only proves you know how to cut and paste.

 

[meneerB]

haha, correct stinney star for you;-)

ps. always funny to see the reaction of a new suppervisor when he is complaining about the servicelevels: hey why are your agents available for more then 8 hours....?

or:
he: the system isn't working! we have agents available and there are callers waiting.
me: what do you do?
he: press call pickup
me: oops whahaha. fire him..?

 

[meneerB]

ps. 'available', I mean staffed