Is there a way that an agent can "fool" the system so that it appears they have handled more calls than they actually have?

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Apr 21st, 2014
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Is there a way that an agent can "fool" the system so that it appears they have handled more calls than they actually have?

I have an agent who I think might be "doctoring" their numbers, but I don't see a way that they might be doing this-any advice?

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Daniel Oflaherty Mon, 04/21/2014 - 08:06
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What system are you using and what version?

What number are you looking at? Inbound call, outbound, etc?

david.macias Fri, 07/10/2015 - 08:58
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With UCCE and I would assume UCCX, you could always answer a call and release it immediately, this would result taking a lot more calls than everyone else. However, the handle time will be significantly less than anyone else.

 

david

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