Genesys CTI User Forum
Genesys CTI User Forum => Genesys-related Development => Topic started by: PFCCWA on September 14, 2010, 12:53:42 PM
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Hello,
I am interested in knowing how people handle the end of business calls with regard to contact centers.
Upon the end of a call, a 7 second ACW timer us applied however we have found that as a result the agent cannot extend this without having to continuously selecting the option again every 7 seconds!
The SIP server documentation refers to using a Legal Guard timer which can be set to custom value and be applied to the end of a business call - has anyone used this?
This would also allow us to use after call work for longer than 7 seconds..
Thanks,
WA
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Now I ask: why 7 seconds? I guess that the admins and supervisors got this average by measuring the statistics on the CC, right? Or was it "because we want it" measure?
If you see that all agents for a specific call takes longer (lets say 1minute) I'll put the ACW in 1minute then! And of course to avoid waste of time:
1. Make my business software (CRM, inhouse, etc) call a Ready function from Genesys
2. Make reports and business intelligence from those stats
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We want to give the agents a break in between calls and 7 seconds is just something we set ourselves.
Can this be used with ACW?
Our aim is to apply the legal guard timer of 7 seconds after every business call and give agents the option to extend this using acw (1 minute)
Thanks,
WA
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Then try the URS options verification-time and let the agent set himself on ACW during those 7 seconds.
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rant
Forcing the end of ACW is a bit archaic isn't it? IMHO this sounds like solving an operational problem with a technical solution, which is never good.
Why not set infinite ACW and have the agents decide when they are ready? If excess ACW becomes a problem then incentivize shorter ACW.
You'll have less attrition, better quality calls, and a happier workforce to boot.
/rant
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I think both the suggestion above are viable.
We actually just want to give the agents a break in between calls whether they need after call work time or not so ideally set the verification time of 7 seconds and then have an untimed after call work option within those 7 seconds?
One of genesys third party support people have advised us this is not possible as we have to have after call work at the end of a call - is this true?
Thanks.