ACD interflow when agents logged out or in make busy

[Brookster36]

Hi Peoples,
I have an ACD path with a group with 2 agents. When they log out or go on make busy it still queues to the path until the interflow timer kicks in. How do I get calls to go directly to the interflow position when the agents are logged out or in make busy mode?
Thanks

 

[tlpeter]

There is an option called "allow overflow before interflow timeout"

Default is in set on "no"

Set it on Yes

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[kwbMitel]

Agents should not be using make busy to disable the queue. Calls will continue to queue and create the issue you are experiencing/

If the call is still queuing with the agents logged out I would be more inclined to check the Agent Group for the option "Allow calls to queue when no agents logged in". The call will follow the Path Unavailable route with no agents available.




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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Brookster36]

thanks, I've been having a play with both those options remotely. I thinks they are not logging out properly at night which is not helping the situation.

 

[MitelInMyBlood]

If they're failing to log out at the end of the day, that fact should be readily apparent in the reports, such as the Agent Group Event By Period report. (assuming you're running reports).