To logout or not logout...there is the dilema...

[cavagnaro]

Hi guys,
One question on best practices, on an outbound campaign, when an agent wants to leave to rest rooms, a brake, etc. do you suggest to logout or be in Not Ready?
I belive Not Ready is a good option because in that way supervisor can control not ready times and reasons why he did it.
However I found a Genesys guy who claims that agent must logout otherwise impacts on behaviour of the campaign. I can't understand why because OCS will dial only for Ready agents, not logged in agents. I did a test and asked some agents to put in Not Ready and obviously some calls increased in queue but then it normalized. I believe that as long as it is not a massive Not Ready will not have a great impact on the campaign.

What do you think or recommend?

Thanks

[tony]

...NotReady can have a variety of different Reason Codes applied...
...LoggedOut is LoggedOut...

I think your Genesys guy is talking about [i]Availability[/i] and I guess that depends on how deep you want your Analytics to go;

NotReady means "Present" but not Available to take calls.
LoggedOut means "Absent" and therefore not Available to take calls.

Some points;

A lot will depend on your Dialing method (Predictive, Progressive, etc.) as this can have either an immediate or a subsequent effect on how many numbers are dialed/not dialed - but again this is about Agent Availability, not the method the Agent uses to show that they are Available.

Both methods (NotReady and LoggedOut) are viable for an Agent not to take calls but (as usual) the devil is in the detail - especially if you are using something like WfM to determine Adherence, etc.

I hope this helps?

Tony

[cavagnaro]

But my main question is if while agent is on NotReady, will OCS consider him for dialing? For me the answer is no.

[Fra]

Cava,

as far as I know, referring to its internal states, OCS takes into account agents with Ready (ready ), NotReady (not ready from ready) and BusyWork (acw) states and ignores the NotAvalaible (not ready from acw) and LoggedOut ones.

[cavagnaro]

Wo, you killed me Fra, what is a "Not Ready from Ready"? 

[Fra]

well, it seems that Genesys added these "extra-states"; basically it seems to be when agents get "not ready" and their previous state was "ready".

[Dionysis]

Basically the agent needs to move through a particular chain of states to acheive the "Not Available" status.

This is the only way the agent can be part of the agent group and not affect how the OCS dials, IF you are dialling in predictive mode.  If you are dialling in progressive mode then it shouldn't matter.