Hi Paul,
What is the ACW method you are using?
When using the optional method if the agent closes the browser before complete ACW, that person will be On Queue(Interacting) for the system. On the next day, the wrap-up code will be required to complete the interaction.
If you use Time-boxed ACW method, after the ACW time the interaction is disconnected and the agent status is set to Offline.
You can monitor the queue activity and try to disconnect the interactions.
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Paulo Mesquita
Spark NZ Trading
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Original Message:
Sent: 02-14-2020 12:01
From: Paul Soulodre
Subject: Historical Data skewed by agents forgetting to logout
We have been dealing with an issue of skewed historical data due to agents forgetting to logout since the outset. We've done our best to educate the agents but we have many locations spread over a wide geographic area and it's hard to keep tabs on everyone. Here is the scenario: Agent forgets to logout and close their last call thus skewing data for AHT, agent status and historical data for forecasting. The result is a forecast with wild fluctuations in AHT and inaccurate AHT reporting.
Is there an easy way to monitor this behavior, close the interaction and force a logout? Is there a way to omit this bad data and prevent it from polluting our historical reports and forecasts?
I'm sure there are other administrators who are experiencing this issue. Thanks in advance.
#Ask Me Anything (AMA)
#Reporting/Analytics
#SystemAdministration
#Telephony
#Unsure/Other
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Paul Soulodre
Alberta Motor Association
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