![]() The average amount of time the agent spent handling ACD interactions (ACD Time divided by ACD Count, excluding ACD Hold Time). The duration of time the agent was logged into but not present to any of their agent groups, and the duration of time the agent was not present in a media type across all groups Here its also possible to match their general scores: 8.5 for Quinyx vs. The percentage of shift time for which the agent was unavailable to receive interactions What is better Quinyx or Shift Agent Finding the appropriate Employee Scheduling Software product is as straightforward as evaluating the strong and low functionalities and terms offered by Quinyx and Shift Agent. Indicates whether the primary media server is offline and has failed over to the secondary media server (voice only) The total ACD interaction count minus the ACD short handle count, divided by the shift time for the agent The number of times outbound calls were placed on hold (voice only) The number of outbound calls made by the agent (voice only) ![]() The number of times Non ACD interactions were placed on hold (voice only) The number of times ACD interactions were placed on hold The number of Non ACD interactions handled by the agent (voice only) The number of ACD interactions handled by the agent where the handle time was less than the Short Handle parameter The number of ACD interactions handled by the agent The number of times the agent entered the Do Not Disturb state Wrap up time does not include any time spent making or taking interactions during the wrap up timer. The duration of time where Wrap Up Time was the overriding state for the agent. The number of times the agent entered the Make Busy state The duration of time the agent entered the Do Not Disturb State The duration of time outbound calls spent on hold, for agents (voice only) The duration of time agents spent handling outbound calls (voice only) The duration of time Non ACD interactions spent on hold (voice only) The duration of Non ACD interactions handled, from agent pickup to completion (not including hold time) (voice only) The duration of time ACD interactions spent on hold The duration of ACD interactions handled, from agent pickup to completion (not including hold time) The total elapsed time logged for the agent, calculated based on the difference between log in and last event received The most recent time an agent event occurred The extension where the agent logged in (voice only) The login ID of the agent being monitored The media server to which the agent is associated ![]() When customers respond to tickets, the automations check whether the agent is available to respond.Īutomation rules can also be set up to check if an agent is out of office and re-route tickets assigned to them when the customer responds or if an agent tries assigning the ticket to those who are out of office.Table 1. You can get this done by using Rules that run on ticket updates. ![]() If the customer gets back when the agent isn't available, you can choose to have re-routed, re-assigned, or have the customer notified to expect a delay in response. Their shift ends soon after they reply to the customer. Imagine that an agent in the morning shift is assigned a ticket. Inquiries will be assigned to agents only during their shift hours.Īutomatically re-assign customer responses
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