Blocked Transaction

The number of calls not received due to network, trunk, or PBX limitations and/or settings. Blocked transactions may be measured as the time the network(s), trunk(s), or PBX is at capacity and must be tracked at least quarterly. This frequency must be increased if customer satisfaction and dissatisfaction data indicate an issue with customer access.

When transactions are blocked, intervention from agents, supervisors, or specialized teams is typically required to investigate the cause of the blockage and take appropriate actions to resolve the issue. Resolving a blocked transaction may involve verifying customer information, obtaining additional documentation, performing manual reviews, or contacting the customer directly to address the underlying concerns.

The goal of blocking transactions is to ensure security, compliance, and the protection of customers and the contact center itself. Contact centers can minimize risks, maintain operational integrity, and safeguard customer interests by implementing appropriate controls and processes.

Here are a few scenarios that may lead to blocked transactions in a contact center:

• Fraud Prevention: Contact centers implement measures to detect and prevent fraudulent activities. If a transaction is flagged as potentially fraudulent based on specific criteria or patterns, it may be blocked to prevent unauthorized access or financial loss.
• Compliance Requirements: Contact centers must often adhere to legal and regulatory requirements specific to their industry. If a transaction violates compliance standards, such as data protection laws or financial regulations, it may be blocked until the issue is resolved or the necessary approvals are obtained.
• Account Restrictions: Certain transactions may be blocked if a customer’s account has specific restrictions or limitations. For example, if a customer has an overdue balance, their account may be temporarily blocked from making additional purchases or accessing certain services until the balance is cleared.
• System Errors or Glitches: Technical issues or system errors can sometimes unintentionally block transactions. This could be due to a malfunctioning system, network connectivity problems, or software glitches. In such cases, contact center agents or IT teams must identify and resolve the underlying issues to allow the transactions to proceed.
• Risk Assessment: In some instances, contact centers employ risk assessment mechanisms to evaluate the potential risk associated with a transaction. Based on the assessment, transactions that are deemed high-risk may be temporarily blocked or subjected to additional verification steps to mitigate potential risks.