Limit ammount of agents on NotReady

[cavagnaro]

Hi guys,
Ok, I have a peculiar requirement from a customer...as you read to limit how many agents can be on NR status...
Their issue is that as they have a lack of monitoring resources and some days go to work without Supervision then they put on NR a long period of time or all at the same time...
For me is like...don't wanna argue that it is business fault and trying to fix it using the system...Genesys implementation is so bad there that I have to fix many things and can't afford the fact to say NO in one shoot.
I can forbid an agent to logout (last agent) due a PBX facility but nothing about being NR.
I imagine I can develop some routine on the softphone to avoid a NR from an agent if the statistic of the group is >= X and so on but things will get complicated...I can foresee that...
They killed me when they told me that they went to another CC with I don't know which PBX/CC system and they could do that...
So what do you think guys? Does this makes sense? Ever read something like that on another CC environments?

Thanks for sharing ideas

[Timur Karimov]

Hi there
What about agent place software? Is it GAD or IWS? How about to restrict NR from this side of the moon ? =)
Another posible solution - create the treshold in CCPulse. And then run the external custom application which move the agent back to ready throw T-lib request to T-server.
WBR Tim

[cavagnaro]

Hey Timur,
Yeah, I know that using PSDK I could develop something like that but I'm wondering, if this was a good idea it would had been created long time ago, doesn't it?

[smile]

Hi cavagnaro

i would suggest to completely disable ability to set NR from agent desktop Didn't try is it possible or not in IW, but i hope it is.
Next, create special strategy which will set agent no NR if it is allowed in current situation. And then tell him - if you want to set NR, dial this number.
But agents still able to logout from system, this task is more challenging

[Steve]

I really can't see how you can enforce this technically. It is a business issue to monitor and suvervise agents.

You could probably force the desktop into ready, but if the agent has walked to the printer, what is the point?
Smile suggested disabling NR from the desktop, while it could be done, WHY? If an agent can't go NR what do they do? Go ACW or log out, either way your stats turn to s**t, and if they log out, even more time will be wasted while they log back in again.

[cavagnaro]

Well the tech part would be monitor the Agents on NR on that AGroup. Then
if AgentsNotReady < 3 then
GoToNotReady
else
Return to work bitch
end if

Something like that, but what you say is true. Agents will find the way...and if I left them use the HardPhone then will just click the FuckU NotReady anyway button...

Well now I have more ideas to refuse this requeriment.

Thanks guys