VoiceOfJoe
MIS
For the absent-minded Call Center agents who are logged into a skillset and walk away from their phone BUT forget to FEATURE 908 (Make Not Ready), is there a cure..?
Supervisor posed the question: if the agent forgets to make BUSY, can the Call Center pull the call back into the queue after x number of rings?
I believe so, but not sure how to explain it's workings. Under CallPilotManager, under the Agent properties, there is a "Missed Call Option". Which we have set to "Make Not Ready (Return to Skillset). Question... is this correct setting and how many rings does it take before CC pulls the call back and place it into the queue? Is this configurable.
Please advise.
VOJ
Supervisor posed the question: if the agent forgets to make BUSY, can the Call Center pull the call back into the queue after x number of rings?
I believe so, but not sure how to explain it's workings. Under CallPilotManager, under the Agent properties, there is a "Missed Call Option". Which we have set to "Make Not Ready (Return to Skillset). Question... is this correct setting and how many rings does it take before CC pulls the call back and place it into the queue? Is this configurable.
Please advise.
VOJ