Most Idle Agent Real-Time Reports

[TMiyake]

Does anyone know if it is possible to run a real-time report to see who will be the next agent to take a call? We use EAD-MIA (Expert Agent Distribution – Most Idle Agent) within the queue setup to handle the calls. We have a Definity G3SiV6 and CentreVu Supervisor 6 with report designer. You can’t go by the longest time in the available state, because if they go into AUXIN or AUXOUT they keep their place in line, but their available time is reset. If they go into AUX by pressing the button on their phones they lose their place in line, though. I’ve looked through miscellaneous documentation, but haven’t found any database field that I can use to figure this out.
Any help would be greatly appreciated.
Thanks,
Tom

 

[EPalle]

I guess that they can receive 1 ACD line and multiple AUX lines at the same time ??

If an agent hits the AUX button he's telling the system that he does not want to receive ACD calls. This is an agent decision that the system will not overrule. That is why they loose their place in the line.

If the agent is handling an AUX call, the system will send 1 ACD call to the agent because the agent 'told' the system : 'yep, send calls to me'. As the setup of the split is one-forced (or multi-forced) the system will still send 1 ACD to the agent (because he can force it).

I will have to look into it to see if there is a way to create a real-time report but I guess it will be hard.
The only thing I can think of is to remove the one-forced setup in the split config. But that means that they will only be able to handle or an ACD call or an AUX call.
So I'm not sure if this will help you.

Erik.

 

[scottyjohn]

Im puzzled as to why you would need such a report? John

http://www.eagle-i.co.uk

 

[europe]

Probarbly not what you would like to hear but an upgrade would give you Least Occupied Agent routing. So switching to AUX or making and receiving non-ACD calls will have less effect.

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[TMiyake]

Our sales department uses outbound calling, inbound calling to the DID and queue calls. The queue calls are “gravy” sales, with little or no work to make the sell (and get commission). The team leaders are trying to determine what’s the best ratio of outbound calls to inbound queue calls. They want to be able to see who will be the next person to take a queue call will be, so they can figure out if being “available” (man’ed in, not using the phone, waiting on a queue call) is better than making a lot of outbound calls (AUXOUT) and just taking queue calls in between outbound calls.
It’s kind of hard to explain in writing. We wouldn’t need this report permanently, we’d probably only use it for a month or so.

Thanks,

Tom

 

[EPalle]

Why don't you check the Avarage Available time of each agent ??
If that is high will mean that most of the time your agents are just waiting for a call....

 

[EPalle]

Just clicked a little bit too fast....

I would check the system on the busy hour for the split (VDN). For example your busy hour is between 11:00-12:00 and 15:00-16:00.
Tell the agents in this case not to dial out between those times. Otherwise let them.
You will need to check an historical report to know your busy hour(s).

Another thing you can do (real time) is to tell the sups to check the available aents for each group (VDN), if they see a lot of agents available (and not in busy hour) they can ask them to call out.

You can't create a report that adds the available time to the AuxIn or AuxOut time (not on a real time report any way).

Hope this helps,
Erik.

 

[tiramisu]

Tom:

Your call center is apparently doing a lot of outbound calling. Wouldn't it make sense to have an aux reason code installed for that ? As such the auxout is no longer of importance for your MIA-timer, as they now initiate calls from an aux-state.

In addition using Direct agent calling will avoid agents receiving auxin-calls as even their extension in calls will now be accounted for as direct agent ACD calls.

Hope this helps ?

 

[Guest_imported]

We had a similar situation, we are a predominantly outbound call centre and used to have a large section of our sales agents skilled up to receive inbound calls on an EAS-MIA basis. The problem that we had was that because the inbound calls we're much easier to sell on than outbound calls, making an outbound call was affecting their &quot;place in the queue&quot; and so we had agents just sitting there, not dialling out and waiting to catch all the inbound calls, therefore we had a productivity problem because we still had outbound targets to hit. Now essentially this was a disciplinary matter for the agents and managers, not something that you would usually throw technology at but alas it still fell on my desk!!! So the question was: &quot;How do we let our agents dial out without losing their place in the queue?&quot; Now we dont use ACW(wrap) for that much in our call centre and felt that we could assign an Aux-Work code to represent ACW(wrap) then I changed the system set-up to count ACW time as Idle then re-labelled the button as &quot;Dial-Out&quot; <yes yes I know very cowboyish!!!! but heck it worked!!> Now our agents dial out using ACW and drop into Auto-In periodically throughout the day to receive their bonus payment of inbound sales leads.
ONE WORD OF WARNING:- This works OK if you are using agents who do not have a tremendously high ratio of inbound to outbound calls, if your call volumes are pretty high then look for another method as you risk abandoning a lot of calls due to not having agents available when your clients call in.
Let me know how you get on