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If dual SIM mode exists, please have the agent switch off the dual SIM mode and work on single SIM mode only. Calls on second SIM can hamper the Agent productivity, and cause unwanted abandoned calls. It also helps to save battery.
How To:
Remove the second SIM card.
In case of eSIM: Go to Settings > Mobile Networks > Disable second SIM.
Disable Call Waiting:
Enabling Call Waiting can cause unnecessary distraction to the Agent if there’s any external call landing on the agent. Agents often also mistakenly think multiple calls are landing from the system. This can cause Agent to put the customer on hold or get distracted impacting the customer experience and agent productivity.
How To: This is usually available in Phone → Options → Call Waiting and Forwarding or Call Management.
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