04-21-2014 05:09 AM - edited 03-14-2019 01:22 PM
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?
04-21-2014 08:06 AM
What system are you using and what version?
What number are you looking at? Inbound call, outbound, etc?
07-09-2015 07:47 PM
This discussion has been reposted from Cisco User Groups to the Contact Center community.
07-10-2015 08:58 AM
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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