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

Tags: call handling

Apr 2, 2024 at 9:30am • 2 replies • 0 likes

Jake White

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

2 Answers

Edward Christopher answered on Apr 22, 2024 at 12:42pm

Hi Phong, is there any way to see Login & Log out times in the admin of RingEx
Thanks
Ed

Phong Vu answered on Apr 2, 2024 at 11:05am

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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