Delay to next ACD call AFTER Not Ready

[drichter12]

Is it possible to have a delay between the time an agent comes out of Not Ready and a new ACD call is presented to them?

Scenario:

Agent takes a call from a site which has phone line down. They take the information from the caller and release the call. While still in "Break" delay they finish up notes in ticket and then proceed to look up carrier info for that site so they can call the telco to open a service ticket. The process takes a bit longer than normal so they go into Not Ready until they have the info pulled up and then take the phone off Not Ready so they can call the phone company but before they can dial they are presented with another ACD call. The reason they do not want to be in Not Ready when they call the Telco is because the supervisors do not want that time spent on the call shown as Not Ready time.

I hope this makes sense...

Thanks,

Dale

 

[KCFLHRC]

Are you using Contact Center/Symposium or just Basic ACD ?

 

[trvlr1]

Is this through Symposium, just basic ACD or other 3rd party option?
I understand why the supervisor would not want it to show as not ready for an extended time, but it still does not make sense. If calling a vendor to report issues is all part of the job, they are still unable to take calls anyway, so what difference does it make? The supervisor needs to talk with their manager to explain that part and that it should not be counted against them.
In Symposium, you can build in a delay, but what would you make the delay? If you were to make it one minute, what happens if the call to the vendor takes 2 minutes because they are busy and the agent has to wait in queue? Then if you extend that time, what happens if the call only takes 30 seconds? You agent is then sat twiddling their thumbs waiting for the next call to come in after the timer expires, even if the call center is very buy, they cannot take a call.
Not Ready is probably the best way to go in my opinion.

 

[drichter12]

Gee... guess it would help if I explained this was on CCMA6 and not the space shuttle Endeavor huh...


Dale

 

[drichter12]

>>trvlr1

The delay would just be to prevent the call from hitting them in the 2-3 seconds between the time they go off Not Ready and pick up a DN line to call out... Once they are on the DN call they will not be able to receive any ACD calls because the phone state would then be "Busy".


Dale

 

[MossEng]

Can the Agent not press the DN key and get Dialtone, before coming out of notready?

 

[drichter12]

Yes, they can but then they are not able to take the phone out of not ready because it disconnects the dn call.


Dale

 

[drichter12]

Just to clarify... I do not like this request but must investigate as it is coming from my management. I would be just as happy to tell them that the system is not capable of doing this but before I can tell them that, I need to be sure that it the truth or it WILL come back to bite me...



Dale