How to route calls to agents logging in and out?

[oscar01]

Some agents are logging out and back in in order to put themselves at the back of the line in receiving the next call. Is there a "type" of hunt group I can change to that prevents this? I'm on CM 3.1.2 and CMS release 9. Some hunt groups are ead-mia and some are ucd-mia. Maybe someone has a document on various, tricky things agents do to circumvent them from doing their jobs and how aministrators can foil their plans.

 

[nohuhu]

oscar01,

there is no technical solution for your administrative problem. (tm)
use cms reports to find cheating agents.

 

[avayawizz]

Hi

I would indeed use CMS to find culprits.

The second step would be to set-up a login/Out reasons codes and force those agents to enter a reason and that whey you can reack thinks a little better. We use AUX codes in our call centre and it works well.

Hope this helps you..

 

[oscar01]

Thanks for the advise all. Unfortunately I am not the manager of the agents but the IT guy being asked to make the system clairvoyant.

 

[werdcrime]

If you have the right features enabled on your PBX you could use ead-loa which would base the decision off of the agent's occupancy. IIRC this is enabled with business advocate.

However, this does seem like a case of "Social engineering through technology.

 

[gblucas]

In our call center, our managers have used information exported out of CMS to gather certain statistics/characteristics of a good agent. They have come up with a scorecard system, that they present to the agent on a monthly basis to give them feedback about how they are doing. We used to have the same problem here, but with the scorecard system, they are promoted/demoted based on their scorecard and their ability to improve their score. It affects their hourly pay, bonuses, call center prizes, their friday pot luck lunch day, free soda pop day and so forth. Agents do not want to have their priviledges taken away because they didn't handle their phones in a responsible and adult manner. Of coarse you will find the exception to the rule, but our people know they are being watched by the CMS system and they do not want to have anything that would jeopardize their jobs or their freebees.

gblucas