Detect agents on help option

[Spedroso]

Hello,
We've been having a problem in our call center, agents have been putting the console on the help mode (pressing the i button twice), so ACD calls won't come in even if in CCS says they're idle.
This is easy to detect in real time, because we see that we have calls on wait and there are agents on idle, but we can't have someone looking for this all the time.

Is there any report, any statistics on CCS where I can detect how much time they spend in this state?

[cavagnaro]

Nope because it is actually not an agent state but a set "state" under a configuration mode...
Never saw agents doing that...[emoji16] seems imagination for doing nothing is endless Hehe
Don't know if a category can restrict that


Enviado de meu E6633 usando Tapatalk

[tecnouser]

Hi All,

In the Agent excel general report you can find the BC column with the following:

Total of duration the agent was unreachable: Total of duration the agent was unreachable. An unreachable state is detected when the agent has unplugged his phone set or when he is programming is phone set, or ....

Hope this will help
Cheers