[cisco-voip] CAD Timers for breaks

[Ben Amick]

So I would assume my best suggestion would be to have them run reports on total not-ready status time by agent, and have them discuss with their subordinates why they are exceeding the normal standards, up to and including disciplinary action? Actually, is it possible to run a report in CCX historical on just their "break" and "lunch" not-ready statuses for them to evaluate on in the same format as the agent state summary style? Because certain departments use the other not-ready statuses for when they are conducting non-queue work, so looking at the overall view of "not-ready" time is not an accurate judge for us.

Ben Amick
Telecom Analyst

From: Lelio Fulgenzi [mailto:lelio at uoguelph.ca]
Sent: Wednesday, December 28, 2016 12:09 PM
To: Ryan Huff <ryanhuff at outlook.com>
Cc: Ben Amick <bamick at HumanArc.com>; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] CAD Timers for breaks

It also tends to stop progress on system wide improvements. :(

Sent from my iPhone

On Dec 28, 2016, at 12:07 PM, Ryan Huff <ryanhuff at outlook.com<mailto:ryanhuff at outlook.com>> wrote:
While that may be; that is where unmanageable environments and solutions come from ;).

-R

On Dec 28, 2016, at 10:56 AM, Lelio Fulgenzi <lelio at uoguelph.ca<mailto:lelio at uoguelph.ca>> wrote:

I think you've hit the nail I the head Ryan. Although I tend to refer to them as 'workflow' issues :)

While I agree in principle that it is not technology's responsibility to resolve these issues, we're entrusted by our clients to 'make things work'. And we find ourselves having to come up with custom solutions to resolve them. For a while, I tried the 'if it's not easily reproducible (for other clients) or scalable or manageable, shoulder be doing it at all?' approach, but it seems to not have had the impact lately.

It doesn't help that out department has been traditionally seen as a technology solution provider, not a business solution provider (although that's changing!) so it's difficult to approach clients with the premise that maybe it's because the staff are not pleased with the proposed solution and that's why it's not working. Perhaps a partnership with HR might be the right approach? Who knows.

And don't get me started with documentation issues. I'd say 95% of our trouble tickets after hours are due to incorrectly followed documentation. Including the troubleshooting and checking your steps.

*sigh*

Sent from my iPhone

On Dec 27, 2016, at 3:18 PM, Ryan Huff <ryanhuff at outlook.com<mailto:ryanhuff at outlook.com>> wrote:
IMO; this is a human/HR problem and isn't something UCCX is suited to solve.
-R

On Dec 27, 2016, at 3:07 PM, Ben Amick <bamick at HumanArc.com<mailto:bamick at HumanArc.com>> wrote:
So I received a request from some of my supervisors - they're irritated that they constantly have to police users when they go over on time for breaks, lunches, etc. I'm looking for a way to have it so that after 15 minutes, CAD will alert either the user or the supervisor that X should be back from break, but they aren't, so on and so forth, or even just shove them back into ready status after a timer expires (like the work timer, but for a not-ready status). I tried creating this, but the only method I could find was the a command that while accomplished the goal, it also seems to accomplish the function of "lock CAD up for the entire duration and make it able to do absolutely nothing"

Anyone have any ideas?

Ben Amick
Telecom Analyst


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