Post call processing time

[Watertown]

Quick question....is there a specific delay (in seconds) following a call where hitting the not ready button is tagged as
"not ready" vs "post call processing"? For example, if a rep hits NR within 5 seconds of a call ending, it tags as Post call processing...but if later than 10 seconds (again, just an example), it would be reported as "not ready"?

 

[nortelinsd]

You can set this up in Call Presentaion Class.
If you check the "After call, break for..." box then the agent will not have to hit the not ready key . If you set this to 10 seconds then the agent will not get any calls for at leaset 10 seconds after the last call she was on.

 

[rwylie81]

Hi

I have these break after call set, however, I have just done a test where the agent was idle for 14 minutes, hit not ready, and it still generated PCP

Any thoughts.

 

[nortelinsd]

Agents don't have to hit the not ready key. If the PCP is set to low jack it up some.

Why have PCP is there going to always hit the not ready key?

 

[rwylie81]

Sorry, let me try an explain:

Agent 1 finishes a call.
Call volumes are low therefore goes into available state

5 minutes pass

Agent 1 realises it's time for a break, and uses a not ready reason code to indicate this.

As this is the first time they have hit the not ready key since finishing the call, it generates PCP.

In this instance, with that amount of time passed, I don't want it to generate PCP.

thanks

Bob

 

[rwylie81]

Hi, anyone got any further info on this?

Regards

Bob

 

[Supernn]

PCP is only triggered within the breaktime after the call. Otherwise it will be a part ot the regular Not Ready time.

 

[rwylie81]

I have the breaktime set at 5 seconds, but I can still generate PCP say 13 minutes afterwards

 

[Milesprower]

PhatBob,

Are you referring to Post Call Processing time on the Agent by Application Performance Report?

This is a value that Nortel automatically computes based on certain conditions. It is sort of a compromise instead of having a "break" or "wrap up" key on the phone that competitive systems have.

Here is the definition of Call Call Processing time element from the nortel documentation:

Description: This is the total time an agent spends performing post-call processing. Normally, an agent uses this time to complete any work related to the call just released, such as filling in forms or filing papers.

Triggers: Post-call processing time begins when an agent presses the Not Ready key after completing a Symposium Call Center Server call, and ends when the agent presses the Not Ready key again.

Note: Post Call Processing Time is calculated for the Not Ready period immediately following a call. If the agent goes into another state after the call (for example, by answering or receiving a DN call or logging out of the skillset), and then goes into Not Ready state, the Not Ready time is not pegged against PostCallProcessingTime. Also, if the agent interrupts the Not Ready period to go into another state, and then returns to Not Ready state, the second Not Ready period is not pegged against PostCallProcessingTime.

 

[knate]

Supernn, do you happen to have documentation on PCP only being used within the breaktime? I haven't seen that anywhere.

I believe I have the same problem that PhatBob55 has, where any NR time generates PCP time (and the explanation for PCP that I have, which is the same that Milesprower pasted into this thread, doesn't say anything about it happening within breaktime).

Thanks!