How is an ACD call counted when one agent xfers to another? 3

[m0zart01]

If a call comes in, gets answered by a rep, that rep transfers the call to another rep using their agent-login id.

How can I find out how it gets counted stats wise?

Thx.

 

[eclemente]

i think, it would count as a flow out on the split/skill, aux out on the transferring agent and a direct agent call to the receiving agent.


Edgar Clemente

 

[RGarcia87]

If you don't have "Direct Agent" calling turned on it does not get counted as an ACD call. In an agent report you will see the calls counted under "ext in" or "ext out".

 

[marcell55]

It would not count as a "flow out" on the split/skill because the call would have been answered by an agent, therefore it would still count as an ACD call. DarthSkywalker is correct...if Direct AGent is not turned on, it will count as an Extension Out call for the calling agent and an Extension In call for the receiving agent.

 

[m0zart01]

Thanks for the info!

The reps are saying they are not being credited for the calls that are transferred to them.

Where do I verify the Direct Agent being turned enabled?

 

[RGarcia87]

In the "change agent skills" window you will see an option towards the bottom for "Direct Agent Skill". The skill you specify will be the skill the call is counted for after it is transferred.

 

[m0zart01]

When I go into CMS Supervisor:

Agent Administration > Change Agent Skills

Select an agent.

"Direct Agent Calls First" is checked and ghosted.

Call Handling Preferences are set to "Skill Level"

It only allows a check mark in the box if I select "Percent Allocation"

 

[marcell55]

Actually, there are a few more things that would go into Direct Agent Calling.

I would first create a skill called "Direct Agent Skill" by typing "add hunt xx" then make it look like the other skills. Then you would assign this skill to all of your agents at a level of 1 and make it their "Direct Agent Skill" (Do this in the switch by typing, "change agent xxxx".

Then (and this is very important!!) you have to turn Direct AGent Calling on the CORs of everything that touches the calls. This means the CORs of the trunk groups, VDNs, Skills, and Agents. I usually turn it on in every single COR just to be safe. Until this option is turned to yes, calls will not act as Direct AGent Calls.

 

[m0zart01]

This sounds perfect.

Is it the norm to have this enabled? If so, I am wondering why the original admin didn't enable it this way...

Does this have any negative impact on the system?

Thx.