Preventing Agent Tricks

[Phil P]

Hi All

I have been surfing for quite a while and I notice the agent tricks list that has been posted a few times is very popular and helpful (thanks for that by the way).

We are having similar problems with Avaya and Genesys 6.5 here and this is causing a real headache for a number of reasons:
Firstly, we are operating a multisite environment so identification really has to be remote, ie. we cannot sit there and watch them all day.
Secondly, Agents and their Team leads swear that they are not doing it although when we are on site we can walk around and spot them.
Thirdly; upper management love making relatively fact free decisions and they are not convinced that this is the reason for agents going out of synch and it is not a fundamental flaw in our solution – we cannot categorically prove otherwise.

There have been a number of us who have sat down and banged our head against a table repeatedly to try and figure out ways of catching them that does not involve breaking digits, what we have come up with so far are:

1. To reprogram the telesets with feature access codes that call the required function – therefore enabling turret synchronization – however, would cause a problem with the turret display in fall back and the lights on the telest – therefore this was rejected by the business.
2. To try and be smart around CC Pulse reports and the number of times and agent makes themselves ready and not ready, however, very high maintenance and easily evaded by agents.
3. Looking at the Total ringing time – all our agents are auto answer so therefore, should be near enough to 0 – however, we actually target the station and have route through queue option enabled on Tserver for other reasons therefore the call actually queues on an ACD queue and not the agents extension – therefore no time in ringing or to tell which agent is to blame.
4. Put a shoebox over the teleset unless they are running in contingency when they can remove it – a less than popular idea when they have just implemented a multi – million pound solution.

We cannot find any way to get and indications of this from the soft phone or any other logs – as the event are never propagated past the switch.

Genesys official recommendation is to upgrade to Tserver 7, this has a function which enables the Tserver to poll each agents teleset after a fixed amount of time. – This is a difficult sell as we have just put in 6.5 and our discussion around this normally involve phrases like, gwe have just paid to designed, built and tested 6.5h and gnot fit for purposeh.

Has anyone else got any eAnti – Tricksf to stop the agents or at least let us catch the agent when they are messing around ?. Or any view on what the constant polling Tserver 7 performs will do to my network ?

[AKS]

There is an option in Avaya that forces control of the telset to be done via the ASAI link: anything the agent tries on the telset is ignored. They have to control their phone via the CTI Link. Don't know if you have considered/ rejected that. Think it's set on the agent's primary skill (on the switch) (i.e. on the hunt extension corresponding to the queue). Something like Force ASAI control or something like that. Used it once, know it's there, don't remember too much about it. If you go through the options for the hunt extension corresponding to the relevant skill, it should stand out. Think it's a Yes/ No; and when you change to Yes, you are prompted to enter the extension number for the ASAI link that is talking to your MAPD for whichever TServer is on that port. When enabled, the turret is locked and only requests sent via that TServer are processed.