Hello to the Bright Pattern Community! I’m reaching out for suggestions on detecting improper agent behavior. Specifically, catching instances in some manner via reporting or real-time where an agent may place a call to a phone number, have it connect, and keep the line opened to create the appearance of an active call taking place. In connecting with support, we have created a PER (Flag calls with a silent RTP Stream), but also wanted to determine if other organizations have faced this challenge and how it was addressed. Thanks in advance for any feedback on this item!
Having a feature that can detect ‘dead air’ or similar absence of voice activity can alert supervisory individuals in real time or via a report would be highly valuable. With real-time or historical access to information like this, supervisors can investigate whether a technology matter is at play or an agent is creating the appearance of handling calls while not actually doing so.
The real-time solution could be one set up in the Agent Desktop where supervisors can configure an alert for calls in the busy state with unusual or no voice traffic (for example, 90 seconds or more of silence) or can be an additional field in a call detail report that can ‘flag’ an interaction with some text or phrase to suggest the call warrants review (“Silence” or similar tag).