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New Member

Interesting Client Concern: UCCX Agent Tricks

I had a client ask us to compile a list of tricks UCCX agents use to get around meeting job requirements. Other than not transferring calls to post-call surveys I couldn't think of any. So does anyone know of things agents can do with UCCX that may be considered tricks/work-arounds to "beat the system"?

 

Thanks,

 

Brian

4 REPLIES

Hi,for instance, picking up

Hi,

for instance, picking up the phone and dialing a non-existing number, or a voice mail. This can effectively reset the LAA timer.

G.

New Member

Hmm ... good point. Any way

Hmm ... good point. Any way to stop this?   I can think of call detail analysis on failed calls ... but perhaps there's something more creative to deal with this.

This is a classic training

This is a classic training issue. There is no real good way to get around this, in the past I have had clients skill these users higher making them first preference in effect as a 'punishment'.

Tanner Ezell www.ctilogic.com

Hi,well, Tanner has a point,

Hi,

well, Tanner has a point, it must be solved processwise.

The company I used to work for had a customer with a large UCCE contact center and they asked for a report that would show this kind of suspicious activity. UCCE has actually a way to mark these calls, unfortunately, as far as I know, there is no such thing in UCCX. The rule was simple: you can be caught only once doing that.

G.

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