Any of you guys know what could cause agents to get stuck in ringing mode, dial mode, and unknown mode? Also we are having problems routing calls to agent in wait time the longest and they are just routing to an agent without looking at wait time.
Anyone run into these issues with Nortel Meridian and Genesys 6.5?
Please help…
Tony
Hi.
What does your startegy look like? Especially the select target object. Did you use in this object any statistic?
Most of the time when we would get the stuck in states you are referring to, we discovered it was the agents causing them so they wouldn’t receive calls. We started going through the softphone logs on their desktops and discovered many of the tricks that they would do. Most of the time it was caused by using the hardset instead of softphone. Going ready/not ready continuously, etc. Now agents are repremanded for not using softphone, and now we only get a few here and there. We have a list of tricks written up as well.
In some contact centers there are issues regarding agents messing with hardphones so that they would not get any calls… Ready/Not Ready is probably the oldest trick in the book, but if you are using URS, then you can change it by simple selecting a different statistic.
Of course, ingenuity of some of the people is simply incredible, and is no match for the machine, so the only way to combat it is too either start firing left and right for even a minor infraction and share the knowhow on some of the tricks…
Analyzing softphone logs, you say? Gosh… talk about really spending a lot of time on something that should not be even occuring…
You have no idea We were being paged all the time it was causing busy queues all the time. We have given the responsibility of going through the logs to the supervisors. We showed them what to look for and now they do all the leg work. We actually put together a list of about 10 15 tricks that they have.
By the way, what is the URS?
We have the same issues on our site. Would you be willing to send on a copy of the list of tricks used by the agents?
I sent you the list I will look around because I am certain there are more.
Hi Bob,
Could I have a copy as well? thanks in advance.
Lim
And a copy to me to thanks.
lol, just send everyone a copy! (me too) ;)…
Could someone send me a copy as well. Would appreciate it!
Hi,
Could I have a copy as well?
thanks in advance,
Anthony
Can anybody send me also a copy of the tricks.
thankss
Thanks for the list. I’ve passed it on to our call centre supervisors and asked them to keep a close eye on the agents. Hopefully it should lead to fewer ‘technology issues’ being blamed on us. In any call centre it seems that staffing, training, rostering are always perfect, the agents are more honest than the day is long so its has to be the technology that causes all the problems. Hey, it keeps us employed.
Anyway, thanks again.
That sounds all too familiar!
Would someone also be able to send me a copythese tricks.
Thanks,
Richard.
We had the same problems here on both avaya and Nortel. Could you send me your list please ?
What is URS?
It is a Genesys software that allows you to route calls without using PBX ACD functionality. In my opinion, it is much more intelligent, efficient and is really easy to operate. The GUI makes it really simple, plus any one can do it. On top of that, since it is integrated into what I call “Genesys universe” you actually can see all the agents, skills, agent groups, etc that you have registered in CME, making your routing plans much easier to make and to use. It IS a bit expensive, but if your call center is not small, depending on what you are doing, perhaps URS might work for you as well.
Personally, I love the thing.
Be aware that Genesys URS doesn't integrate smothly with Nortel Meridian/Symposium.
The problem is that URS cannot route calls to ACD Position Id (In Calls key), so you loose many ACD functionalities depending on you call center configuration.
I'd recomend you to visit other sites in your country (if possible) to check the system working, and whether it attends your needs. And if you choose for buying it, please make sure the implementation team has expierence and knowledge in both Genesys and Nortel systems.
Although my company bought the whole system, after many tries during the deployment, e decided not to implement the URS, and to keep routing calls through Symposium. But it was too late.
But as I said, it depends on your contact center configuration and culture.
Paulo
Can I also get a copy of the list?
Thanks