Agents leaving desk and not making themselves BUSY

[VoiceOfJoe]

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

 

[thephonefox]

Yes, that is the setting. Here's the info from the NTP

The Missed Call Option controls how a call is treated if an agent does not answer the call. Make Not Ready assigns an agent's telephone to respond as it does with the Not Ready feature enabled. Automatic Logout automatically logs an agent out of their skillset if they do not answer a call.
The default is Make Not Ready (Return to Skillset).
To assign how many rings before the Missed Call Option, change the timer for Transfer Callback Timeout.


Hope this helps!

The Phone Fox

 

[oldestgeek]

There's also a place to enter a time value to make the agent ready again after the time expires. That way they don't have to manually press ready when they return.

 

[qamarqrsh]

or use Hunt group it will help you !!!