Tek-Tips is the largest IT community on the Internet today!

Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!

Register Log in
  • Congratulations Rhinorhino on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!

Time Spent while Agent Not Answering Calls

Status
Not open for further replies.
AppSpecialist

AppSpecialist

Programmer
Joined
Jul 6, 2001
Messages
64
Location
CA
Is there a way to calculate the amount of time that an agent takes to answer a routed call. I know this sounds minor... but if an agent waits for 2 or 3 ring cycles before they pick up a call, it may cause service level to not be met for this call.

In addition, if they just let it ring through and go back to the queue, the situation is made worse.

Right now I am not certain how big an issue this is, but if I could calculate the duration in question, at least I would have more information to go on.

Thanks
 
Sort by date Sort by votes
We've set our agent's COS to auto-answer customer calls. With this set, the agents cannot let calls just ring through.

I'm guessing you can look to the "ring time" field to see how much time is being spent waiting for an agent to answer.
 
Upvote 0 Downvote
Ring time does not seem to go up... Also we could set them to auto answer... but if they are away from their desk, even though I know they should not be, the customer experience is greatly affected.
 
Upvote 0 Downvote
There really isn't a good way to do that. The ring time is for the time the call comes into the system before it is answered by an announcement, etc. In other words, time before answer supervision is returned to the telco.

If you are using event bridge, and logging messages on the server, you could search for the call offered events and match them up with the call connected events. If the server logs the time with the message you can calculate the difference. You won't be able to find the information in the callcenter details, etc.
 
Upvote 0 Downvote
It's been a while since I last saw an Aspect but as well as ring time you can also find out wait time, hold time and ring time. You need to check in the options to see exactly what is included in these measurements but I am pretty sure you can use either wait time or ring time to get the info you want.

 
Upvote 0 Downvote
Status
Not open for further replies.

Similar threads

JackL1974
  • Locked
  • Question Question
Contact Server not passing Agent Name to ICM
Replies
0
Views
1K
JackL1974
JackL1974
DuncEJT
  • Locked
  • Question Question
Routing calls to an idle agent
Replies
4
Views
845
DXDunc
DXDunc
RGarcia87
  • Locked
  • Question Question
Rockwell ACD dead air calls
Replies
1
Views
626
faelo123
faelo123
zstic78
  • Locked
  • Question Question
1005 - Idle/enter timeout
Replies
1
Views
726
zstic78
zstic78
troythomas417
  • Locked
  • Question Question
Aspect Uniphi Connect - DTMF not transmitting
Replies
0
Views
255
troythomas417
troythomas417

Part and Inventory Search

Sponsor

Back
Top