Hi There
I guess you are talking about the idle with reason codes that are offered as one of the features of a well known ACD Supplier.
The advice I can offer, from an operational point of view is we look at our Idle with Reason Code reports to examine the effectiveness of the Agents and how they use them and ask for their feedback. I work in a multimedia environment and we've found probs where we havent introduced enough codes for the sorts of work they carry out - eg Outbound emailshould be considered as work but we cannot track it, as it is not considered Telephony work
In my experience when I've setup CallCentres that use Idle codes, we've gone for around an average of 5 codes, otherwise the agents don't use them, and there was not a mechanism for the agents to view the codes available apart from on desk material. If you have an integrated environment (CTI) then you can build buttons into the agents desktop application.
Process on removing or adding, is pretty much driven by the feedback you get from your agents and the MI you get on your reports
A word of advice, using idle with reason codes can create alot of entries in one of the ACD tables that is queried for reporting purposes, sometimes you don'trealise you are not getting all of the MI you should as this table overwrites data as it exceeds maximum capacity (this is a known issue, but something you should watch out for in case you encounter it)
if you want any further pointers let me know |