Good morning all,
I am currently investigating a particular agents interactions and from what I can see, it looks to be blatant call avoidance tactics.
However, the agent in question has been reporting laptop slowness/issues during this same time. So, I want to find out whether there are any reported instances of the following behaviors being caused by laptop slowness/internet issues etc (For HR).
The Behaviors witnessed
Most often after a missed call (Alert/No Answer) - Agent A would open a message interaction and no message would be sent. The timeline for the SMS interaction shows that they re-enter the same message interaction multiple times throughout the day, but without ever sending an actual message. During this time in the SMS interaction, Agent A is present on queue, but is not contacted for any voice calls as Genesys determines Agent A as being in an interaction.
Example of SMS interaction timeline below - with no message being sent.
Agent A's total handle time for SMS interactions is astronomically high compared to the rest of their team.
From what I've deduced, Agent A is missing a call as they're doing something else, then putting themselves into a message interaction to avoid being contacted for any calls for a given amount of time. Then ending the message, and re-entering the message multiple times throughout the day.
I've been able to recreate the above timeline by entering a message for the same number - multiple times in a day, without sending a message.
Is it possible that system slowness/poor internet or are there any reports of these types of behaviors being recreated by the system rather than the user?
I'd appreciate any input you may have.
Thanks all,
#Outbound------------------------------
Nicholas Squires
Unified Communications Specialist
Motor Insurers Bureau
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