CMS Reports “AUX” Instead Of “Other” When Agent Calls Out.

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Site Info: G3SI V11 Intuity MAP5 CMS V6

Good Afternoon All. I am scratching my head here. I have come across a little problem with one of my Call Centers. The Supervisor pulls CMS reports on Agents then totals the AUX times. If these times go over a threshold, then the Agent gets notified. I have 1 poor Agent who is constantly being notified her times are unacceptable. No one else has this problem. I actually took the time to sit with this agent and watched her while running a real-time Split report. She actually logs in and is in Auto-In, however when she makes any type of call out, either extension to extension or outside, she is put into an AUX state. This is counting against her, and she is NOT physically putting herself in AUX. I had other agents perform test calls and they show up in an Other state. It is only this 1 individual.

Now, I have removed her completely from all Splits, and recreated her Login ID to no avail. I have also had her sit at another phone and login with just the extension to no Avail. Has anyone come across this? Any thoughts would be greatly appreciated.

 

[jfh9219]

When an agent goes off hook they are placed in OTHER. When the call is connected they are placed in AUX for the duration of the call. The others may look like they stay in OTHER due to refresh rate on realtime report.

Is agent supposed to be making outgoing calls? If yes then AUX reporting treats her and others unfairly. If not then AUX report is doing its job and she should not be making calls.

 

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I sincerely appreciate your response, and that is an excellent clarification. However they are being treated unfairly because they have to do call backs. When they are not performing call backs, they need to answer the queues. Therefore they stay in Auto-In. This poor woman has been yelled at numerous times for excessive AUX times, and its all job related. Is there anyway around this reporting type?

 

[SF0751]

We use AUX Reason Codes, and one of our AUX reasons is "Call Backs". If an agent is calling back a customer, they put themselves into AUX with that reason code, and that time does not count against them.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

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I actually pondered that. I would just have trouble trusting those codes getting out. Then the individuals who do not need to make call backs could use them and say they were on the phone when they are actually walking around chatting. Have you experienced any problems like that with your Agents?

 

[SF0751]

There have been one or two who've tried that. However, they are usually suspected by their supervisor, since their actions don't match the real-time CMS reports. In those cases, we activate an agent trace in CMS to document the discrepancy.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[jfh9219]

Similar to SF0751, we use a particular AUX reason code for outgoing (collections) calls. By looking at number of outgoing calls/call durations we can police that those in the outgoing AUX mode are actually making calls.

Excessive (?) AUX times for one individual indicates a problem behavior with that individual. Everyone making outgoing calls will have the time counted in AUX mode unless they are making the calls from ACW mode. Agents that have avg calls times much greater than the herd either need more training or are gimmicking the system. (this is also true for agents with avg call times much less than the herd avg)

You can use agent trace to delve deeply into agent behaviors. Set up to trace the agent, let them work, run the standard report and export all data to a tab delimited flat file which you can look at with Excel. All data fields are documented in the CMS Database Items doc.

http://support.avaya.com/elmodocs2/cms/database.pdf

 

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I have been running traces on her, and a few others for comparison. So from what we have discussed, please see below. She was apparently available for 1:08, then made a call out, however the refresh shows it as OTHER until the system picked it up as an outgoing call. Is this a correct manner of thinking?

8/28/06 8:19:55AM 1 AVAIL 1 1:08 n n n
8/28/06 8:19:55AM 2 AVAIL 17 1:08 n n n
8/28/06 8:19:55AM 3 AVAIL 35 1:08 n n n
8/28/06 8:21:03AM 1 OTHER 1 :18 n n n
8/28/06 8:21:03AM 2 OTHER 17 :18 n n n
8/28/06 8:21:03AM 3 OTHER 35 :18 n n n
8/28/06 8:21:21AM 1 0 AUX OUT 1 :13 n n n
8/28/06 8:21:21AM 2 0 AUX 17 :13 n n n
8/28/06 8:21:21AM 3 0 AUX 35 :13 n n n

I guess what is really confusing is that her AUX time for all other splits (1 and 17) are completely acceptable, however the AUX time for split 35 is what is over the top. Why is it none of the other splits show such a high time if she continues with call backs? It is only split 35. Any thoughts? And I sincerely appreciate all of your feedback.

 

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I have been watching her all morning. The only difference between her and another who has the same responsibilities is the manner in which they login to the splits in the morning. She logs into split 35 first, He logs into split 1 first. He has no problems, she has problems with 35. Could it be 35 is configured for Top priority and all the other splits are set for High? I know it wounds like I am grasping at straws here, but I am willing to try anything.

 

[SF0751]

.... the refresh shows it as OTHER until the system picked it up as an outgoing call. Is this a correct manner of thinking?

That's correct, this is how the CMS agent trace will show an outbound call. This also allows you to find out which agents just pick up the phone but don't actually complete the call.

On the second question, I'm not sure (we have EAS and use skills, not splits), but perhaps someone else will have some insight into this.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison