Interpretation for Agent Short Call Report for ACD Group

Author: CCa2z

Date: 17th June 2013

As the name suggests these are calls of short duration. Short calls can be created by callers hanging-up or by agents ending calls prematurely.  Where agents are set call volume targets a small minority do cut callers off to improve their metrics.

The Agent Short Call Report is a useful tool to monitor the behaviour of agents and in particular, the termination of customer calls. There is nothing more frustrating to a customer than queuing for a period, only to have the call terminated on connection.

This poor agent behaviour is prevalent in many centres and can be driven by higher management focus on the number of calls taken and average handle time (AHT).

A short call duration can be set in the ACD to report on all calls lasting less than the prescribed time - 10 or 15 seconds.

This ACD report itemises chronologically, throughout the day, short calls occurring within the set threshold for all Agents. In this case, the short call threshold is set at 10 seconds and each call with a duration less than the threshold is itemised by time and agent.

he report highlights that Agent 1 has experienced 3 short calls within a rather short time period. The next step is to drill-down and run an individual report for Agent 1. The report reveals a disturbing pattern of behaviour with multiple short calls.

An increased number of calls with low duration and no after call work, reduces overall AHT. In particular, the report becomes highly relevant where volume and AHT form part of a bonused balanced scorecard. It is usual for deliberate termination of calls to form part of the centre's disciplinary procedures and dismissal if the case is proven.

As part of the review process, line managers will listen to call recordings for any pointers for the short calls. Some agents have been heard saying in call recordings, "Hello, hello, is there anyone there,"  which leaves the customer with the impression that there is a technical fault. However, listening to the call recording reveals the true nature of the termination.

Some agents who indulge in this behaviour are known to alert line management that they have been experiencing problems with their turret. This then forms a first line of defence for any disciplinary, although such reports should be investigated immediately.

See other ACD Reports;


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