question

Jake White avatar image
Jake White asked Phong Vu answered

How can we identify if an agent is avoiding calls, cheating the system, and just transferring calls to another agent?


How can we identify if an agent is avoiding calls, cheating the system, and just transferring calls to another agent?

call handling
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1 Answer

Phong Vu avatar image
Phong Vu answered

Well, there is no straightforward solution nor a high reliable way to detect such behaviors. But you can build an app that pull all the call data for each agent and build some logic to detect how agents answer, reject or forward calls. Take the average time of each action, their current presence status, previous call termination and call duration into consideration to determine if an agent should be available to take a call or not.

Check out these articles for some ideas.

https://medium.com/ringcentral-developers/ringcentral-telephony-session-events-notifications-98b3f8d29745

https://medium.com/ringcentral-developers/building-a-real-time-call-report-app-3eee247a141d

https://medium.com/ringcentral-developers/visualize-your-business-communications-history-2c81f85c324a

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Developer sandbox tools

Using the RingCentral Phone for Desktop, you can dial or receive test calls, send and receive test SMS or Fax messages in your sandbox environment.

Download RingCentral Phone for Desktop:

Tip: switch to the "sandbox mode" before logging in the app:

  • On MacOS: press "fn + command + f2" keys
  • On Windows: press "Ctrl + F2" keys