CallCentreVoice Topic Returned To Queue Calls

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Matthew Norman on 23/9/2011 15:49:08.
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Matthew Norman
MI Analyst
Equity Insurance

13 posts
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Returned To Queue Calls  [23/9/2011 15:49:08]

We have a team of agents that are on forced calls.

In what circumstances would values show under the heading “Returned to Queue” on the Agent Performance report when agents are on forced calls in the call presentation?

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Dave Appleby
WFM & Business Telephony Manager
Healthcare Insurance

1566 posts
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RTQ  [24/9/2011 12:51:10]

Matthew,

Odd one!

You're correct that if it's forced it should not be possible
to RTQ, the only circumstance I can think of where it wouldn't
auto deliver would be if there isn't a headset attached, that would default
the turret into a normal delivery to handset, so, the call *could* either
be manually RTQ or automatically fail back to the queue then wrapping the
associated turret.#

What system are you using?

Regards

DaveA



# CAVEAT: Will happen on Meridian / Symposium and Harris
switches / ACD's. Not sure about others....

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Matthew Norman
MI Analyst
Equity Insurance

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Reply  [26/9/2011 11:31:10]

Thanks for your reply Dave.

We are using Symposium CC6.

Our phones are configured to automatically log out if a headset is not attached so not sure if your thoughts would apply.

Thanks

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Dave Appleby
WFM & Business Telephony Manager
Healthcare Insurance

1566 posts
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Humm  [26/9/2011 12:58:28]


What happens if you just unplug the
headset part leaving the jack in the turret?

Also, not using 3905's are you :-) They sulk!
The 2616 or 3820's alwayd seemed better behaved!

Regards

DaveA

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Matthew Norman
MI Analyst
Equity Insurance

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Reply  [26/9/2011 14:27:37]

Hi Dave,

Yes unfortunately we use the 3905's. If we just unplug the headset this also logs the agent out of the phone.

Thanks

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Dave Appleby
WFM & Business Telephony Manager
Healthcare Insurance

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OK ok.....  [27/9/2011 11:29:25]

Phase two,

What type of headsets?

A couple of months ago I could have tried this, but, we've just
transitioned to VOIP via CMS, so, I can't go and play....

Can you do a cut and paste of the Agent ID criteria and
I'll see if I can spot anything, but, I've lost my tools
to be able to play.

Regards

DaveA

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Yuvraj Tank
Reseacher
RCC

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want to assing Priority to Agent  [4/4/2013 11:35:55]

Hello everyone
I want to assign priority to agent & this priority will increase with every call so can anyone help how i can assign priority to agent?
i mean on which bases i can assign priority??
is there any mathematical equation available for assigning priority??

(i don't have a permission to ask my Problem in this forum that's why i am asking you to help me by asking this problem in this forum on behalf of me plz....)

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