Queue missed calls

[chriselectrix]

Hi All

We have issues where agents might forget to change the status when they leave their desks.

Therefore a call will get presented to them, but after a set time, it will be offered to the next person in the queue.

I'm wanting to find a way to either a) log the first agent out of the queue and notify them/their supervisor (I know Voiptools offer something like this but I don't really want plugins) b) just tell me who the call was presented to initially so we can monitor/re-train.

We have Skill Based Round Robin set up which is set to try an agent for 15s before moving to the next agent.

I can't find any of this information on any of the standard reports (unless you can advise otherwise).

We have an SLA on the queue set to 15s (same as the amount of time before it switches to the next agent).

It would be great if the email received when the SLA is not met contained the information of who the call was offered to (but didn't answer).

Any help would be appreciated.

Thanks

 

[Saqqara]

You can setup call queue notifications - Notifications tab when you are in the queue

 

[chriselectrix]

Hi

I have those set up. But they only tell me if the SLA is breached or if the call has been lost.

They don't tell me who the call was offered to initially but didn't answer.

e.g.

Call comes in
>>
Calls Agent 1 for 15s >> Moves on to Agent 2 >> Agent 2
>>
SLA breached email sent as this is set at 15s


From the reports I can see who Agent 2 is, but I need to know who Agent 1 is, as that's the agent that has either not answered the call or has not set their status to away.

Thanks

 

[NickD_3CX]

The exact thing you are asking for, which is to see how many times an Agent has been polled and didn't answer, but you can see how many calls they have answered.
With this you could still determine, in comparison with other agents in the Queue if they have been ignoring certain calls.

Not ideal, but an alternative approach to what you want.

 

[chriselectrix]

Hi

I'm not sure I fully follow.

Are you saying look at the queue and if AgentX is answering 5 calls less than the other agents, then they must be the one that is missing the calls?

If so, it wouldn't be very accurate, as AgentX might be on a call for 30 minutes at a time, but AgentY might be on 2 minutes at at time.

Or AgentX might be tied up in meetings with their status changed to away, but AgentY might be at their desk all day.

Thanks

 

[NickD_3CX]

Hi

I'm not sure I fully follow.

Are you saying look at the queue and if AgentX is answering 5 calls less than the other agents, then they must be the one that is missing the calls?

If so, it wouldn't be very accurate, as AgentX might be on a call for 30 minutes at a time, but AgentY might be on 2 minutes at at time.

Or AgentX might be tied up in meetings with their status changed to away, but AgentY might be at their desk all day.

Thanks

That is what I was suggesting as an alternative, yes.

However I believe the reports can give you the avg talk time of each agent. Also if the agent is logged out of the Queue, there is a report for that too.

As I said, not what you initial asked, but you could derive maybe what you want, but I understand it depends how the company works.

 

[chriselectrix]

Hi

Is there anywhere to ask for this as an enhancement?

The Queue Performance Report would be the place to see it.

Thanks

 

[NickD_3CX]

Hi

Is there anywhere to ask for this as an enhancement?

The Queue Performance Report would be the place to see it.

Thanks

You could ask your 3CX Partner to create it in the Ideas section of this forum.