Stats Manipulation | Community
Skip to main content

Stats Manipulation

  • May 5, 2021
  • 3 replies
  • 0 views
K

I am puzzled as a supervisor to see an act like this created by an agent but I need proof. The company I work for does not have Explore. I am reaching out to anybody here that can give me insights some sort of explanation to what I am witnessing everyday.

Agent1 - she gets majority of the tickets all the time (not sure how she does it but her speed is slower than my other agents she is in fact the slowest). Like today for 7 hours out of 82 tickets 49 calls (inbound&outbound) wrap up time is averaging 30 mins everyday. Missed or declined calls averaging 2- 3 calls everyday. Average talk time 4 - 8  mins.

2nd agent - 7 hours and 30mins 61 tickets 42 are calls (inbound&outbound) average wrap up 2-3 mins per day. No missed or declined calls. Average talk time has always been below 4 mins everyday. Faster in answering tickets than agent 1 always the 1st one to take the unsolved tickets.

Agent 1 has more total tickets everyday beating other agents who has more time logged in. For some reason she get's all the tickets which is questionable because she is slow but we see her tickets on her folder. Is she perhaps hoarding the tickets? Is it because of the high wrap up? she maybe using that time to answer emails instead of going available? other agents get the calls instead of her (because she's on wrap up in fact the highest wrap up in our team) therefore she has more available time to answer tickets? We do not have any auto on our Zendesk so agents pick from the unsolved tickets they get what they see. Is it possible that she configured something on her Zendesk with the help of someone with admin access?

    3 replies

    Heather13
    • Heather13
    • May 5, 2021

    Hi Kasey,

    I think you might find it interesting to look at even history on a ticket. Yes you'll have to review each ticket manually. If you have Agent Workspace, it's on the top right. If you have classic, it will be below the comment box. You'd be looking for when the ticket was assigned to her. It will indicate if it was her own action or a trigger.

    Also, you can alter the wrapup time limit in Talk- I hope this isn't plan dependent.

    A
    • Andrew42
    • May 5, 2021

    I've seen agents do some unusual things, usually with good intentions. One team had a trigger to send an email to the manager if a ticket did not get assigned in a certain time frame. So one agent thought it would help to bulk assign them to themselves regularly. Actually I can't remember the exact details, but something like that.
    Anyway, it may just be that this agent is not as confident on the phone as others, but is stellar on email.
    If you are able to see the worker working, it may give insight into what is happening. Spend some time understanding. Might need some further training.
    The other thing is to simply ask how they are getting on, that you are seeing missed calls, but amazing ticket resolution numbers, and how are they managing that?

    K
    • Kasey12
    • Author
    • May 5, 2021

    Thank you guys for your response and for giving me different option, every helpful.

    Some of the issues: she's cherry picking easy ticket. So whenever she gets a different scenario she can't handle it and puts it on call back for other agents.

    Instead of first call resolution, her customers will call back to "reclarify" things and other agents will handle it or fix it, more work really for the team. The thing is she was hired to do email and phone support and so it's unfair to majority of the other agents who are doing both of that.

    Her work is not stellar, if someone emails or calls us about an issue we know already that she previously talked to them or emailed them.

    Room for improvement yes but the problem is she thinks she's good, the attitude. I want to see how she does it so that I can put a stop to it while coaching her. I tried giving her advices but she's the type that smiles at you but then don't do it.

    It's unfair for other agents who are doing good quality work. That's why I need to find out how she's doing it...

    There is no need to manipulate stats because we do not pressure them to be the fastest one. She can't compete and so maybe that's the reason. Quality can be improved if the agent is willing to listen.

    Terms & ConditionsCookie settingsAccessibility statement