Disabling the Agent Misusing the Phone by doing an off-hook

prashs · ‎05-24-2012

Is there any way to disable or monitor the Agents going off-hook.

this is making a huge productivity loss . Once the agent goes off-hook , he will not get the call until the default timer is timeout and phones goes On hook.

It will also help , if there is any way to monitor the off hook in the CTIOS Supervisor Desktop.

Dass Prakash R · ‎05-25-2012

Hi Prashanth,

It can be monitored using the CTIOS Supervisor desktop. When you monitor a particular agent in supervisor desktop, if the agent is answering an ACD call then the call status of the agent will be in Active state, if if the agent is going off-hook for a non ACD call then the call status will be displayed as "INITIATED" and not "ACTIVE"

Parallely you can also enable silent monitoring in UCCE for agent monitoring

Thanks,

Dass

david.macias · ‎05-26-2012

Prashant, you're trying to solve a people problem with technology. Look at your historical reports and find those agents who took very little calls or look for agents who have a high not ready time and then address it with the agents. There are a lot of different tricks agents can do to avoid getting calls, trying to solve for a single thing will only cause you more heartache.

david

Blog