CC Pulse and Accuracy

[cavagnaro]

On, but what kind of consults he can make to take that long? Maybe the data he has is not enought for answering customer questions, can you do intrusion to see what is he talking about? He he only at hold? Maybe you can intrude his monitor as well.
If you have those times that is a problem, but not necesarilly because agents fault, maybe you can find a failure on your internal processes or CRM used....

[Tefleon]

[quote author=Rhonda link=topic=3346.msg13949#msg13949 date=1222196505]
Wow, Kowery! Now I am really confused. We get emails sent to us from a person designated to watch CCPulse each time an agent is in a hold status for more then 3 minutes. So are you saying the problem is with the agents letting the customer hold for that long?
Thank you for the explanation, seems like we are trying to use it in a way that it is not meant to be used.
[/quote]

Am I right in saying your monitoring agents and alarming using a manual email process when these agents are on hold for more than 3 minutes.  You concern is to how accurate this is because you may want to use them as part of an agents review therefore need this to be correct to cover yourself.

CCPulse will report the state correctly however you would need to take into account any refresh rates built into your views by whoever build it; whether than is 4 seconds or 40 seconds.  Once you know these thresholds, then as long as you take these into account it will be correct.

e.g. CCPulse refresh is 10 seconds.  Agent on hold for 3mins 11secs then they have failed you 3minute rule.  Agent on hold for 3mins 05 secs then they there maybe a refresh thing.

Personally, I would look to you historical reporting for this type of information for review purposes and identifiy %hold per 15 minutes interval where anything over 20% when the agent is looged in for that interval is your 3 minutes or some metric along those lines.  I would also look to automate the sending of emails when the hold is greater than x seconds so your not relying on someone to manual do this.