Incall/Dispo Status

[Siops]

Good day everyone. I would like to ask some help. When I'm generating a report (following day of Operations), I usually see some disposition status of INCALL and DISPO. So what I'm doing is to listen to the recording (if there's any) to check what should be the correct disposition and manually change it. Upon investigating, it usually happens when an agent is about to dispose a call and then a technical issue happened. I'm just wondering if this is normal in ViciDial. If not, what do we need to do to avoid this happening in the future? Thank you in advance.

[mflorell]

Yes this is normal if there was a technical issue. When the agent logs in again the lead's status should be changed to ERI to denote that an error had happen on their last call.

[williamconley]

1) Don't reboot your dialer when there are live calls.
2) Train the agents to never close their browser screen without first dispositioning the lead. This also applies to walking away with a call on the screen (never do this).
3) Begin tracking the agent on each of these occurrences to see who needs training.
4) Turn on recording for that agent and see if you can figure out what really happened (system failure, workstation crash, agent walked away at the end of a call without dispositioning ...)