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Community Member

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

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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Community Member

What system are you using and

What system are you using and what version?

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

Community Member

This discussion has been

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

With UCCE and I would assume

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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