UCCE CAD : Agent faking phone call !!!

[shridhar reddy]

There is a way that an agent can "fake" a phone call.   That somehow they can manipulate the system to show that they are answering calls that are not there.    Are there any reports that we can look at to see if there is one agent answering multiple calls in under 1 minute? 

Thanks !!!
Shridhar Reddy

[david.macias]

Yes, look at an agent activity report historical or real time, you can see their average talk time or you can see how many calls they have handled.  Of course none of this data is useful unless you have a baseline first.  So make sure you have a baseline and then talk to your agent.

david

[shridhar reddy]

Thanks david

Regards !!

Shridhar Reddy