We are using Microsoft office dynamics with custom use of API's for integrated softphone controls. One issue that we are seeing is that in the legacy system (Avaya) an associate could choose AUX or ACW before the call ended. This allowed them to ensure that they did not receive a call immediately following the current interaction and would only count the time from the call disconnect to the time that the agent went back on queue against shrinkage. Occupancy and adherence to schedule would reflect only the time spent in ACW or AUX after the call ended.
In Purecloud we are seeing the time count as "BUSY" as soon as the agent chooses the non active status even if the call does not actually end until several minutes later. We are told this is not configurable and is working by design. Have others experienced this and if so, how have you addressed this for your business?
#Integrations#Reporting/Analytics#Telephony------------------------------
Jessica Kaufman
Humana Inc.
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