05-19-2015 08:03 AM - edited 03-14-2019 02:47 PM
Hello people,
I have a question regarding the reserved state. I have this customer that stated agents are taking too long in the reserved state. Customer said average time is 9 secs. Since that long time is impacting the production time customer would like to modify that reserved state time down to 3 secs. Is there a way I can modify this reserved time? And if possible where do I need to go to modify it.
Thanks in advance,
Jose Pichardo.
05-19-2015 08:26 AM
Hi Jose,
Actually, the default one on the "select resource" node inside the Script is 12 seconds .. which like 4 rings or so ..
can you confirm that during that "Reserved" state , the phone of the Agent was actually "Ringing" ?
Thanks a lot,
Ahmed Salah
05-19-2015 11:20 AM
Hi Ahmed,
I will confirm with my customer and i´ll be back to you. One quick question, the Automatic Work and the Wrapup Time dont have nothing to do with this reserved time right?
Regards,
Jose Pichardo.
05-19-2015 03:30 PM
Hi Jose,
The reserved state is while the agent's phone rings. So if the agent took 9 seconds to answer the call then the reserved state is going to show 9 seconds. The automatic work and wrapup time is when the phone call finish, so that has nothing to do with the reserved state.
HTH
Gabriel.
05-20-2015 06:30 AM
Hi Gabriel,
How about if i configure Auto-answer on all the agents. That should minimize the reserved time, doesn't it?
Regards,
Jose Pichardo.
05-20-2015 07:24 AM
Hi Jose,
Well, that is a good idea. If your customer is ok with that, then go ahead.
Gabriel
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