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Timeout Disposition

Added by Guillermo Quiros almost 10 years ago

I want to see if something like this already exist...

Picture this scenario:

During a call CUSTOMER HANG UP, but agent stay watching the stars and the nowhere, losing time... and disposition screen is there waiting for a prompt answer from AGENT and agent is wasting time...

Is there a possible way that we can set a trigger for let's say 30 seconds or one min, if it reach 0, it sends an EMAIL to the manager or we can run a report and see which agents FAILS TO DISPOSITION the call..

Manager can improve responsibility on agents and better usage of the human resource

Thanks if it does exist, that should be GREAT... if not... how much will cost something like this to be deployed ????


Replies (3)

RE: Timeout Disposition - Added by Chris M almost 10 years ago

Great idea.

We are constantly walking around the call center making sure agents are not sitting on the disposition screen.

RE: Timeout Disposition - Added by Guillermo Quiros almost 10 years ago

Well... you and I are facing the same issue... why we do not offer money to this great guys to develop that ?

I AM IN... cause at the end, we are losing a lot of money... based on whatever it may cost... don't you agree it is worth it ?

RE: Timeout Disposition - Added by Chris M almost 10 years ago

Our company is still running GoAutoDial in proof of concept stage. In any case it would not be me that made the decision to fund the add on. Great idea though.

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