ucce agent Queue

[santiago_figueroa]

Hello I have a UCCE but I have a problem with Agent when them press botton NewCall that move your position a last of queue to take a calls.

The UCCE is configured to send calls an agents with LAA “Longest Available Agent", but the agent cheats and moves his place, and stop taking calls by others to make calls before him.

can anyone help me?

Thanks

[geoff]

Longest Available does what it promises. If a number of agents are waiting for calls, the longest available will get the next call. If an agent goes not ready, then ready again, they will go to the end of the list of longest available agents. Nothing you can do at the ICM level.

What you can do is create reports of agent state change and indicate those agents who keep doing this to the CC management. 

[edit] whoops, I see. They are not changing state, but pressing the "New call" button to force the same effect. Harder to get that report. Sorry.

Another way of discouraging this behaviour is to publish an honour roll of the agents who take the most calls to try to shame those at the bottom of the list (proportional to "adherence" time - time logged in). This will help.

Regards,

Geoff

[santiago_figueroa]

Hello Geoff

Thanks you very much for your reply.

Best Regards

[david.macias]

You don't have to make an honor roll, establish a baseline of how many calls a normal agent should take.  Those who don't meet the baseline will need retraining.

If you go to agent specific reports, you should see agents going from ready to talking to ready, which is not normal behavior.

david

[santiago_figueroa]

Hello David

Thanks you very much for your reply.

Best Regards

[santiago_figueroa]

Hello David can you tell me which is this reports to see that?

Thanks.