Open Forum

 View Only

  • 1.  Friday 20th October | Rejected Timeout | Status Changes

    Level 2 Contributor
    Posted 10-24-2023 17:53

    Hi Community!

    On Friday something painful happened. As our Agents were about to start their shifts, they received calls on mobiles without being logged in to VCC. It turns out we had a force status change from Offline to Available and had about 40 calls during that time bounce through 171 agents all hitting Rejected by Agent (Timeout).

    It threw our Abandonment rate off and made some angry customers.

    Sydney's 8-9am is late in the arvo on Thursday for the US, but curious to know if anyone else had this issue? We're still chasing an RCA :(



    ------------------------------
    Ben Fischer
    ------------------------------


  • 2.  RE: Friday 20th October | Rejected Timeout | Status Changes

    Posted 10-25-2023 01:09

    Sorry Ben we've not had anything like that (EU)



    ------------------------------
    David
    ------------------------------

    Original Message


  • 3.  RE: Friday 20th October | Rejected Timeout | Status Changes

    Posted 10-25-2023 03:55

    Hi Ben,

    Sorry to hear that, it sounds really painful indeed.

    Out of curiosity, do you know which cluster you are on?

    e.g. "AU1" ?

     

    Regards,

    Jonathan




    Original Message


  • 4.  RE: Friday 20th October | Rejected Timeout | Status Changes

    Level 2 Contributor
    Posted 10-25-2023 14:02

    Yep, we are AU1

    Looks like it was global



    ------------------------------
    Ben Fischer
    ------------------------------

    Original Message