Require the Use of Make Busy Reason Codes
While ACD Agents can be "told" to use Make Busy Reason Codes there is no technical requirement for them to be entered.
As an example from a Physical Phone someone can choose Make Busy, the system then immediately places then in Make Busy Code 0 but if they never select a reason it times out but keeps them in code 0.
As an example from Ignite someone can choose a Make Busy with "No Reason Code".
This could be fixed by:
- Adding an option to require the use of Make Busy Codes (either system wide or via COS).
From a Physical Phone (if setup in above step) someone can choose Make Busy, the system still immediately places then in Make Busy Code 0 but if they never select a reason it returns them to their previous Make Busy State (probably available unless they were already in Make Busy for another reason).
From Ignite (if setup in above step) do not display or allow the selection of "No Reason Code".
Mike Georgaros
shared this idea
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Robert Wilson
commented
Needed for proper reporting and administering the call center.
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Larry Libassi
commented
Forced Make Busy Codes should be an inherent option for employee performance reasons.
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Jim Gordon
commented
For proper reporting, the system should request the user to enter a Make Busy code when the agent selects Make Busy.
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Michael Ross
commented
Forced Make Busy Codes should be an inherent option for employee performance reasons.
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Jeffrey Wolf
commented
Need this feature added in future releases