ACD agents staying in "Work" mode

[ericarivera411]

I have an nec neax 2000 IPS, with CallCenterWorx. My problem is that my agents seem to want to stay in work mode all day long. After they get a call they are automatically given a 60 work mode (to enter call notes). However, once that 60 seconds is up, they are supposed to go in ready mode, only they enter the tally code (I think is 007) to disable the work mode timer. Does anyone know if there is a way I can restrict the users from being able to disable the work mode timer, on a per user basis? Thanks for your help.

 

[3racefan3]

Well there is always the old fashioned way. FIRE ONE AND THE REST WILL GET THE MESSAGE!...LOL

 

[ericarivera411]

LOL! I like that idea, unfortunately, its not up to me. But its definitely tempting.

 

[3racefan3]

In the CCWX , ACDPSN, you can uncheck the supervisor tally-oh box to prevent users from using the codes on a per agent basis. Perhaps only give the supervisor this ability.

 

[3racefan3]

OOPS , THAT WILL ONLY STOP THEM FROM USING SUPERVISOR CODES.

 

[ericarivera411]

Well at least that will keep them from doing anything else sneaky

 

[pave35]

Remove the Tally key from the station sets.

 

[ericarivera411]

Thats so obvious it hurts. Thanks I didn't think about that