Problem with Agents

Unanswered Question
Sep 25th, 2008

Hi there !

I'm facing a problem with the agents.. some of them are working with the phone extension without login into the CAD... I tryied to remove all buttons from the phone screen to force them to use the CAD...

Any ideia for this ?

Thanks.

Andrei.

I have this problem too.
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Jonathan Schulenberg Thu, 09/25/2008 - 07:02

An agent won't be assigned an ACD call unless they are logged in to CAD or IPPA and ready. What do you mean by the agents are "working with the phone extension"?

andrei.goncalves Thu, 09/25/2008 - 07:54

I meant that agents are using the phone to make calls instead of CAD.. I'd like them to login in CAD because I can have reports from their calls..

Andrei.

Jonathan Schulenberg Thu, 09/25/2008 - 09:41

As long as they are signed in to CAD they can make the call from their phone (on the agent line) and it will still be captured in UCCX reporting.

There's no magic solution for agents who won't sign in to CAD though. Time for a little coaching from management. My favorite is deriving their time sheet/paycheck off of the login/logout times of UCCX.

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