Can managers track agent voice mail aging? 2

[BHodgins]

In our call center, we occasionally get complaints that agents are not returning voice mail quickly.

We are using the Intuity Audix 5.1 platform. Has anyone out there found a way for a manager to be able to see the number of unopened voice mail messages and how old they are from a unified view?

We do allow agents to have personal relationships with our customers. But we also need to figure a solution to this or may have to take away voice mail and queue unanswered calls to other agents.

Thanks!
Bill

 

[G van Hamburg]

If you have Intuity Audix 5.1, why don't you use POP3 and let your e-mail system pick them up.

The only thing you need to do is make the server do this instead of the workstation.



Plan your work............Work your plan

 

[applepie]

Brandaris- so you know of no way to get voice message aging information system-wide?
We had that same request here from customer service dir.
thanks.

 

[netcon1]

You could use the List measurements command on the command line of the Intuity Audix, to show mailbox information.

Also you could use the display activity xxxx screen for the particular mailbox and see what is happening within the mailbox. This one gives you more detail as to when the message came in, when the light came on/off and when someone accessed the bos to retrieve messages.

Also look at the change system activity screen to increase or decrease the buffer size of the activity log to to turn on additional activity features( one one) for the activities screen.

Hope that helps

Netcon1
(Mark if useful!!!)

 

[netcon1]

You could use the List measurements command on the command line of the Intuity Audix, to show mailbox information.

Also you could use the display activity xxxx screen for the particular mailbox and see what is happening within the mailbox. This one gives you more detail as to when the message came in, when the light came on/off and when someone accessed the box to retrieve messages.

Also look at the change system activity screen to increase or decrease the buffer size of the activity log to to turn on additional activity features( one one) for the activities screen.

Hope that helps

Netcon1
(Mark if useful!!!)

 

[G van Hamburg]

Netcon1 is right and I think you should give him a star. (he's good!)

I think it's a bit of a heavy way to manage your people.

In Intuity 5.1 there's an option called "internet messaging" which we use to get the voicemails into Lotus Notes via POP3.

The Domino server does that for us (with a script) but normally you do it per client PC.

Because I can look in to those people's e-mail (programmed within Lotus Notes) I can see wether or not they openened e-mails with voice attached.

I heard other people doing this with outlook as well but I have no experience on that.

Perhaps this helps.
Plan your work............Work your plan

 

[applepie]

I agree, it seems like a bit much to track this way. We had lots of complaints from customers. What they wanted was to get measures and over time see if the organization improved, as a whole, in their response to messages.

Yes, Netcon1 does deserve a star!

 

[BHodgins]

thanks for your help ... it's troublesome to go down this path when 95% of the people are using their voice mail properly ... one concern is when people are out sick that their voicemail does not go unanswered. I'm looking into the email option. We don't have the feature turned on, and so there is an upgrade cost.

 

[G van Hamburg]

In our country (Holland) Intuity Audix (Velocity)5.1 has all these options included in the offer.

See if you can find the customer options and look for internet messaging and IMAPI sessions. Plan your work............Work your plan