Agent legitimate log out

[jadiebear]

Agent reported he was logged out by unknown reason. I can not tell whether he was manually logged out himself or by the system from the login logout report. Is there other reports help to pinpoint exactly the cause of logout?
Thanks

 

[hskrdean]

No, not unless you have activity codes set up for logout. Otherwise the system doesn't really care why the set/agent was logged out.

 

[Milesprower]

If your call presentation class calls for the agent to be logged out (Make Set Busy) if he doesn't answer the call and it returns to queue, then you can run the agent performance report. Every time a call is pegged under the returned to queue columns, he will be logged out.

 

[trvlr1]

Depending on your set up and type of phone he could possibly be hanging up the handset after the call instead of releasing the call. Could be as simple as training him to do it right.

 

[Milesprower]

Thanks trvlr1 for reminding me of another (although slight) possibility. Check HOML setting on the ACD in the switch. If set wrong, the agent will be logged out when they hang up the phone. This would apply to all agents at phones in this ACD group - so if no one else is complaining, then this is probably not the issues.