Dispo Time Limitation

[heinz]

Hi,

in our business model the agents get paid for talk_sec,wait_sec and dispo_sec but not for pause_sec.

So what the agents do is while editing the webform they take a break and go for a cigarette what means the time gets added to dispo and not to pause.

Has anyone an idea how to limit the dispo time? Maybe change state from dispo to pause or popup a screen like the wrap_up screen after a certain time-period.

Any ideas?

Thanks,
heinz

[mflorell]

It might be better to do this on the reporting side where you wouldn't count records where the dispo time was longer than 30 secconds. When they realize that they loose an entire call of talk time by sitting on the dispo screen too long I think they would stop

As for a timeout, there would be quite a few changes needed to accomodate that since there are several functions that take place during the transition from dispo to pause/wait after a status is selected. Adding a timeout to that would add quite a bit of complexitiy to things, and getting that to work in every circumstance might be difficult. Contrasting that to Wrapup time where it was relatively much easier to add a timeout.