Agent Forced Log off 1

[AlquestTech]

Does anyone know if there is a way to all supervisors on the Call Pilot Call Center to logout an Agent?

in our call center, many of the agents are forgetting to logout when they leave.

So far, I have only found that you can force an agent off by going into Call Pilot and doing so in the Skillsets administration section.

I do not want to give the supervisors access to the entire call pilot programming, but I am tired of being called in at all hours to logoff agents who have left without logging out.

Any suggestions on how to give this ability to Call Center Supervisors without giving them full access to Call Pilot Programming?

 

[biv343]

You could set the system to log agents out if a call is presented to them and they don't answer.

You could also give the supervisors the agent ID's and passwords so they can log the agent out if they forget.

Or, you can make it a company policy to log out when you leave, or face some repercussions. Phone systems aren't always the best at dealing with personnell issues.

 

[AlquestTech]

Thanks Biv. Yes - I cannot tell you how many times we are asked to address "personnel issues" through programming...

I know the system makes the agent busy if they do not answer a call, but I can also choose to have it log them out instead?

 

[biv343]

Sure. Put the ACD missed call option to "log out" instead of "make busy". It's a global change to that skillset, not a per agent change.

 

[AlquestTech]

thank you