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Agents avoiding ACD calls

Hi All,

We have the following issue where the agents are avoiding incoming calls even they are in Ready state on CAD logging in with primary line,what the agents are doing to “avoid calls” is to press the “line 2” which tells the system that they are making an outbound call when they are not. This gives them up to 3 minutes without a call and automatic place them at the bottom of the queue.

I don’t think disabling the “End Call” option button will stop this practice unless it impacts the second line (non-ACD) but it will affect if they need to transfer or put on hold a call.

Phone models used: 6921

UCCE version: 8.5.3

CUCM: 8.6.2

Thanks in advance.

Everyone's tags (6)

Agents avoiding ACD calls

This is a training and supervisor issue, you can't fix it unless your agents are willing to work.  For example, run some metrics for a few months which show the average calls an agent should take in a day/week.  If a call takes less calls than average they should document/explain why, if they can not, then they are given a warning.  After X amount of warnings you're terminated.  Not everything needs to be solved with technology, this is a people problem.


Agents avoiding ACD calls


I once had a similar situation. Ended up with a custom solution, where ICM was transferring calls to agents not by the regular LAA algorithm, but using custom routing. Basically, UCCE was integrated with an Application gateway which injected the list of agents, selected by a custom algorithm, based on a set of restrictions, e.g. availability at the moment, the number of tasks handled that day, etc. The ICM script then tried the first agent on the list, if she/he was not available, tried the next agent, until the end of the list. Finally, the Application Gateway was queried again for the agent list.


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