Force Logout of Agents 1

[DJPlaZma]

After searching I've not found the answer, so if it does exist, please point me in the right direction and forgive my duplication of effort.

I know it's possible to set Auto Logout of Agents who, for whatever reason, are in ACW for an extended length of time. Is it possible to force the logout of agents for reasons other than ACW? For instance, those who leave at the end of the day and don't log out? I've gone through my CM 3.0 documentation and only find references to force logout of agents in ACW.

Thanks, in advance, for any assistance!

 

[SF0751]

I don't believe that there is an automated solution to your question.

One of my daily tasks is to monitor our agent's login/logout and to "gently" remind any agents who fall into the habit of not logging out at the end of their work day. Continued abuse is reported to their supervisor. Failure to correct the problem after this step gets reported further up their chain of command.

Susan
"A positive attitude may not solve all your problems, but it will annoy enough people to make it worth the effort."
- Herm Albright (1876 - 1944)

 

[DJPlaZma]

I didn't think there was an automated solution, but I figured if there was this would be the place to ask. Thanks for the speedy reply!

 

[huffer]

afaik there is no automated solution, but maybe you can build a workaround:

on the agent's stations, program a manual-in button instead of auto-in. This will change the status of the agent after each call to ACW. If you don't use the ACW timer function the agent will remain in ACW untill the manual/in button is pressed. If the agent does not turn to available at the end of the day but remains in the auto ACW, you can use the force logout function.

Don´t know if this is an option for you, but it might be an idea...

 

[DJPlaZma]

This is a great idea! Thanks for the lead. I think I have an angle to attack this now. I truly appreciate the input!

 

[NPThomas]

Sorry...not sure if this is the correct place to ask but is there anyway anyone knows how to remotely move agents back into available from Aux or ACW.
I'm from an Aspect background and this function was available on that system so hopefully Avaya has the same option

 

[steco1958]

You can set an option on the Hunt/Skill group (RONA) Re-direct On No Answer.

If a call is presented to a group to an available agent (not auto answer) and the agent fails to answer it logs the user out and redirects the caller to the queue