CentreVu tricks that Agents can do to mask stats? 5

[m0zart01]

Are there common tricks that agents can do to mask their stats? Aux, ACW, etc...

Maybe to appear on a call when they are not?

thank you.

 

[RTMCKEE]

one of the favorate tricks is to go into aux for a split second. When calls are distributed via MIA, this makes them go back to the end of the line for the next call.

RTMCKEE

CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[JeepCrazyKid]

Typically no. There will be things they'll try, but nothing that'll work if you have someone actually paying attention to CMS Supervisor/CentreVu. They'll be able to catch them.

One thing one of the agents did was dial into a conference line and walk away from their phone so it appeared they were on an outbound call.

Use trace reports.

 

[dufus2506]

We have agents who will use the mute button instead of the hold button.

This changes their call hold time. (Makes it seem like they never put calls on hold.)

Carpe dialem! (Seize the line!)

 

[m0zart01]

Thanks for all the input.

I think I have seen the AUX trick, in and out quickly.
Is there a way to prevent it?

I also have seen on a trace report; a pattern AUX, AVAIL, AUX, AVAIL over the entire day. But it's not the quick one, but it seems to prevent them from taking calls.

I haven't seen the conference calling trick (yet)
But I am very new to CentreVu and want to make sure I understand what the reps are doing.

The reps do the mute instead of hold as well. The quality rep and mgrs don't seem to mind that.

 

[CaptainTerrific]

Be careful with the mute thing. Users will get a call and put on mute. Sit there and sometimes even say their introduction like they are talking to the person. Then they hang up or just let the call drop. It is an excellent way to get put to the back off the line. If they get caught they claim they couldnt hear the person on the other end. Then you get a ticket on that to work on - lol I got a suspected abuser good by removing the mute capability and then saw them attempt the trick only to be shocked the customer heard them.
The best thing I ever did though was run an agent trace report then have the Supervisor show the report in their team meeting. They blacked out the name but when they see all the detail you can collect many will stop trying out of fear of what else you can track.
I even told a user once that I was installing software on the PC's to enable the monitor to be a video camera. I wouldnt recommend doing that one - I got some heat later

The Capn

 

[m0zart01]

I think that is an excellent idea going over the report in a meeting. I am going to suggest it. Thanks.

 

[SF0751]

There is also call flushing - answering the call then disconnecting the caller with 1-2 seconds. Not only do they go back to the end of the queue, but they get a large number of "answered calls". This one, too, can be caught with an agent trace report.

Susan
"Few things are harder to put up with than the annoyance of a good example." - Mark Twain, Pudd'nhead Wilson (1894)

 

[98Converter]

To prevent Aux abuse - you can apply aux-reason-codes...

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.

 

[orypecos]

Depending how U have your system set up, it is possible to make a outgoing call then transfer it to your agent id. This can be a good thing if the agent is returning a call to a customer, then the stats look better and they are still doing their job. Many agents speed alot of time checking their voice mail so they don't have to take a call, or they have their buddy call their agent id.

 

[m0zart01]

We have AUX codes assigned for specific tasks. But they try leaving it in a 'productive' one vs. one that shows a break or personal time.

I sent the e-mail suggesting the trace report be reviewed in a meeting. That should do the trick.

There was a mgr who thought a rep was able to login to the phone late and prevent it from showing the 'actual' login time.

In this one, I think it was a friend doing a sign in for them.

 

[dmoore7648]

We caught several agents a few years ago with NICE Analyzer, formerly Explorer II, transferring calls back into the queue, and also cutting off calls to pad their stats. Basically answering the call and immediately hanging up or CMS will give you a good idea that it’s going on but NICE Analyzer will give you definitive proof. I highly recommend it if you can afford it.

 

[seedale]

Good information...question??
Does anyone know of any common tricks agents use to mask stats that can be detected using BCMSVu Stats or NiceLog Query?

We recently had some customers complain that when they're transferred to our call center they get dead air, or hung up on
and agents complainted sometimes they answer calls and they hear a click sound, no caller on the other end.

Any thoughts?