Buy or Renew
Buy or Renew
Cisco + Splunk: It’s a new day for your data. Learn more.
 
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
cancel
Start a conversation
327
Views
0
Helpful
3
Replies

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

mlp090601
Level 1
Level 1

‎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?

Labels:
0 Helpful
3 Replies 3

Daniel Oflaherty
Level 1
Level 1

‎04-21-2014 08:06 AM

What system are you using and what version?

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

0 Helpful

rosaho
Level 3
Level 3
In response to Daniel Oflaherty

‎07-09-2015 07:47 PM

This discussion has been reposted from Cisco User Groups to the Contact Center community.

0 Helpful

david.macias
VIP
VIP

‎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

Blog
0 Helpful
Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community:

Customers Also Viewed These Support Documents