@bigmillz wrote:
This isn't so much a technical issue, but I'm trying to address it in a technical way if I can. Basically, we have an issue with:
-Too few agents available on some days
-Agents are busy and hit DND and forget about it
-We suspect we are missing customer calls because everyone is on DND for periods throughout the dayObviously, new policy and management is the first solution. But I have some technical ideas/questions I wanted to ask your thoughts on:
- Is there a way to tell how many calls go into our queues and drop out unanswered?
- Is it possible to control DND status any other way than manually on the phone? Like a schedule, so that agents are forced out of DND while they're here?
- Is there a way to track DND stats for each agent to see who the biggest culprits are?
- Any other ideas? Thinking of disabling DND and just putting our ring patterns on ringall temporarily to force people to pick up.
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