Figure out who isn't answering? 1

[booman]

We have RONA set up to roll callers over to the same queue, but at a higher priority, if an agent does not answer the call. Works like a charm. But the only way I can figure out how to catch those folks who aren't answering their calls is to activate Agent Trace on EVERYBODY and run periodic reports. Is there an easier way to accomplish what I want to do? One thought is that when an agent does not answer a call, they get thrown into AUX. Is there a way to set up that process so that RONA calls activate a different AUX reason code than all other AUX events?

 

[SF0751]

You have different options open to you, depending on the route you want to take. We use both of the options below:

1. Create custom/designer reports in CMS. Take existing Agent, Agent Group, or Skill report, and add the NOANSREDIR database item to the report(s).

2. Create an Agent exception in CMS. Select as ACTIVE the option "Ringing call automatically redirected from agent". Then you can watch the CMS Exception Log and/or run Agent Exception Reports.

Hope this helps....

Susan
Under certain circumstances, profanity provides a relief denied even to prayer. - Mark Twain