Auto Answer Agents forgetting to log out 1

[colokim]

Anyone have an idea to avoid when an agent doesn't log out and we have excessive calls flow to that phone? There was another thread on this but we bypass the call presentation feature. Also happens when a customer is on hold and hangs up.

Just wondering how other call centers handle this.

Thanks!
Kim

 

[captaingadget]

An age old problem!! As far as I'm aware there is no way out of this apart from making the agents manual answer. At least this way the phone will go NOT READY if they dont answer.

 

[shmish111]

I'm not sure exactly what's happening with you, but I have calls going through a script and have put a bit in to say,

"if it's after 5pm and no agents are 'idle' then go to answerphone".

This way, if everyone has gone home but someone has forgotten to log out (no matter how many times we tell them!), the call doesn't just hang in a loop waiting for some non existant person to come out of notready.

 

[colokim]

The only problem with the script is we have tons of agents available and maybe just one agent walked away from their phone without logging out so the system sees an availiblity. I am thinking there is probably not a work around to this.

 

[mklein76]

Why would there need to be a work around to something that Symposium provides a solution to? If you would use call presentation that would kick the call back into the queue after ringing on an agents phone for N seconds and also put that agent on not ready or log them out completely.

Matt
CS1000E VoIP
CCM 6
CallParrot
CallPilot

 

[DancingDave]

The downside of non-forced calls though is that it's harder to achieve a high GOS compared to non-forced and you'll just find people ignoring or deliberately bouncing calls back to the queue (although there are reports to show you who the offenders are!).

DD

 

[Jamiepockets]

If you go to the skillset presentation class, either alter the existing or create a new one, set the return to q timer to say 8 seconds and also the put phoneset in to not ready this will achieve what you are trying to do.

 

[shmish111]

In call presentation classes, you can also set the phone to log out if a call is not answered in time.

If people are never not answering calls for short periods of time then this could work well. It would solve the problem of people not logging off at night.

Personally, it's better for me to use not ready because people are often away from their phone for 5 minutes at a time and it would be really annoying if they had to log on every time they got back instead of just pressing the NR button once.