Hello all,
We have a situation in our call centre where we have Timed after call work set for a skill which works fine under normal call conditions. But, whenever an agent needs to transfer that call out to somewhere else (other call centre, team leader, call survey, IVR, etc...), if the customer drops off the line during the transfer, the agent is put back into Available straight away. From what I have been able to work out, if the customer drops off, then the "transfer" is no longer an ACD call, it becomes an "Outbound" call. Therefore no timed ACW would be classified.
Is there anyway to stop this from occurring?
I have tried:
Manual In - works, but not up to business requirements
Timed ACW - bumped out to 60 secs, but still doesnt work.
Pressing ACW whilst on outbound call - doesnt work.
Regards,
We have a situation in our call centre where we have Timed after call work set for a skill which works fine under normal call conditions. But, whenever an agent needs to transfer that call out to somewhere else (other call centre, team leader, call survey, IVR, etc...), if the customer drops off the line during the transfer, the agent is put back into Available straight away. From what I have been able to work out, if the customer drops off, then the "transfer" is no longer an ACD call, it becomes an "Outbound" call. Therefore no timed ACW would be classified.
Is there anyway to stop this from occurring?
I have tried:
Manual In - works, but not up to business requirements
Timed ACW - bumped out to 60 secs, but still doesnt work.
Pressing ACW whilst on outbound call - doesnt work.
Regards,
.
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