Background: I work in my companies Workforce department which handles the call volume for our large call center, I have full access to all of the different departments but technically I only should access my own.
My VP asked me for a ticket number for an ongoing tech issue that was going on which I didn’t have so I called over to our Tech Center to get it. After being on hold for 20 minutes and no one was answering; so I pulled up their WF queues to see who was on the phone so maybe I could just message them.
3 people are logged in
Hold time 22 minutes
2 people holding (me and someone else)
1 agent has been on personal code for 25 minutes (Lets call Bob)
1 agent has been in training code for 5832 minutes (Lets call Chad)
1 agent has been in system issues for 63 minutes (Lets call Steve)
Leaving ZERO AGENTS TO ANSWER THE PHONE, the Hell?
1 person holding (me) the other person gave up, it’s now been 27 minutes when it finally rings, I see the person that has been on personal code (Bob) is going active
Bob: Thank you for calling Tech Support this is Bob how can I help you?
Me: Hi Bob, this is Red I have a few questions and I am hoping you can help. First I show that Chad has been in training for 5832 minutes or 97 hours is he coming back any time soon?
Bob: umm.. huh?
Me: Oh sorry, this is Red in Workforce.. I can see everyone that is logged in and I see that Chad has been in training for 4 solid days. Are they coming back?
Bob: How can you see that?
Me: I’m in charge of all things skilling, and I can see who is in the queue. Like you were in the personal code for 27 minutes leaving zero agents to answer the phone. What about Steve, is he okay? I show he has been in system issues for 67 minutes now.
Bob: Chad has been off for a few days and Steve is at lunch
Me: Okay, so I am going to remote log Chad off and will take a screenshot of this and send it to Steve’s manager that he is in the wrong code. (I already took a screenshot when Bob was in personal code for 27 minutes which is a 5-minute code, max)
Bob: Okay.. thanks…..
Me: My other question is can I please have ticket……… (Explain situation gets ticket number)
Bob: Can I ask you a question?
Bob: Are you always looking at our queue?
Me: I can bring it up anytime
Me: Is there anything else I can help you with?
Me: Okay, I hope you have a good day
Remember I’m the one who called. Why am I using the closing?
I told my boss about the call the next day and he was very happy I took screenshots and was able to use them in his monthly meeting with IT to show that when we say we can’t get a hold of IT, WE CAN’T GET A HOLD OF IT.