How can I identify an agent avoiding calls on CMS?

Topic Views - 395

How can I identify an agent avoiding calls on CMS?
Hello.

I'm a quality assurance analyst, and I have identified that some agents are avoiding calls doing this: When they have avail to extend it a long time pass from avail to bathroom and then they return to avail. This way on CMS they "reset" their time as if they recently finished a call.

What I want to know is in which CMS report or which formula can I use to identify specifically those agents doing this bad practices.

Sorry for my english.

Editor

Call Centre Helper

Agent detail or Call Detail Records
You can normally identify this type of behaviour from the agent detail reports or from the call detail records (CDRs).

Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question