View Single Post
Old 12-03-2015, 03:33 AM
cflowe's Avatar
cflowe cflowe is offline
Join Date: Jun 2015
Posts: 7
cflowe has 10 reputation points

Hi Paul,

Thanks for taking the time to reply and the useful info.

I'm still looking into this but after testing it would appear from the CBC that in our system (CS1K AACC SP14 with IP handsets) that if there are calls queuing and an agent goes not ready (as fast as is humanly possible - before they hear a beep and within the after call break time of 5 seconds they get on the presentation class ) a call is still presented and then requeued REASON:NRDY

In our Service Centre it's not unusual for agents to legitimately go NR up to 50 times a day and there are often calls in the queue - consequently their return to queue stats look somewhat poor however this isn't down to intentional avoidance.

Iíve engaged our telephony support partners to shed some light however from reading around I suspect the return to queue figures are simply an artefact of the way we appear to work.

Reply With Quote