Recently we have encountered a behavior of the Talk Product that can be exploited by agents to "cheat the system".
Once an inbound call is received and answered by the agent he/she can just close the browser tab (pop-up for confirmation appears before the tab is closed) and the actual call will be over. After that the agent opens the ticket created for this call and just solves it.
If a manager does not find the ticket and listen to the call recording (where the agent does not talk and just closes the tab to end the call) this specific call will appear in our reports as an answered call and as a "job done" by the agent basically (which is not the actual case).
We could have an easier way to deal with such cases if we have visibility on who is the person that ended the call - the agent or the end-user.
Thus, this post is to suggest implementing a ticket field or Explore attribute where we can check who was the person that actually hanged-up (clicked the button to finish the call)
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