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Tracking agent time Messages in this topic - RSS

kolpa
kolpa
Posts: 1


10/18/2016
kolpa
kolpa
Posts: 1
Hi, our contact center is upgrading from Avaya PBX to a Cisco VOIP solution. For years we have had agents using their phones to enter aux codes representing various work states (i.e. Ready, Not Ready, After-Call Wrap-up, Break, Lunch, Processing, etc). Our technology provider is asking us to find another way to do this, as the capability will no longer be there unless we invest in significantly increased licensing. As we explore solutions, I'm interested to hear what any others are doing to track their agent time in these work states. We use Workforce Management for scheduling, and our aux code reporting helps us ensure people are doing what they should be doing, when they need to be doing it. Thanks for any help you can offer.
Andy K.
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parashersushant123
parashersushant123
Posts: 1


1/11/2017
I think managing agents time is one of the major key aspect of running a contact center. Most of the call center managers use Aux code to better monitor and identify how an agent's time is distributed
Here are some tips to track and manage call center agent time:

1. Using Auxiliary time in a call center - Auxiliary time is defined as agent status that makes agent unavailable for incoming calls. This means your agents will be marked away or aux and will not receive calls. In order to track what agent is doing, call center assigns aux code.
2. Using real-time monitoring feature comes with every call center software.
3. Keep an eye on agent morale i.e make sure none of your agents is misusing aux time.

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http://www.therealpbx.com
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