Hi all,

i have been looking for an answer for this and just coming up blank, our call centre is taking calls passed through from our other call centres, and this will be an agent ringing our centre (on a dedicated TAD) and having a conversation with our agent and then transfering the customer to us. we would like to monitor agent to agent conversation times before the customer is transfered through.

now the other centres use aspect (i have never used this) and we use AVAYA, and we would like to keep this monitoring in house.

can CMS do this? i think not and believe it will only show the full call length and not before the customer is transfered through?

i assume aspect can give us the call length from there side so we can get this info, but would like to moniter it on a daily bassis.

any help or advice is greatly appreciated.


Regards
Craig

Hi Craig this is a tough one, what is the business driver for this functionality?

Jason

Hi Jason,
Our call centre has gone from Outbound to Inbound over the last 12 months and basically we don't want agents getting too "Friendley" with each other agents, as these calls passed to us are sales, we dont want Joe ringing from Nottingham asking to speak to Paul in our centre everytime he rings as this will boost Pauls sales.

also we generally don't want agents taking too long on the Transfer part as this will effect the customer experiance.

Cheers
Craig

Craig, Hi, is this always from the Aspect side to the Avaya side or does it go both ways? Also, which Aspect product is being used: Aspect CallCenter, Aspect UIP?

Tom

Jason's an expert on the particular product and might come up with something different, but I can't see a way of doing it.

The originating system should be able to report this, but that's not going to help you because by the sound of it you don't have access to this.

If the calls were sent by IP you'd be able to hack something together, as you'd be able to spot the (re)invites when you were connected to the customer.

Theoretically you could do something with voice analytics but I would imagine this will be prohibitively expensive for this application.