Force NOT-READY agents to READY state

[gcervai]

Hi,

after being in NOT-READY state, our agents very often "forget(!!!) to re-set them into READY state by pressing the relative button on the phoneset.

I wonder if there is a way to set them again in the READY state automatically (after some time) or manually by the supervisor.

We have Symposium-Espress.

Any suggestion?

Thanks for your attention.
Best wishes from Italy - Sardinia
Gianfranco Cervai

 

[Milesprower]

Firing a few repeat offenders usually works.

Seriously, there is not a way to force Not Ready agents to available state without expensive customization. If an agent presses the Not Ready key, they will stay in Not Ready unless they log out or make themselves available.

A (sometimes helpful) alternative is to use the break option in the call presentation class. You can put a small break at the end of the call. The agent completes a call by releasing it, the agent goes into break state and at the end of the break timer, the agent is made available.

I have also seen a few call centers where the Not Ready key is not on the phone - in the switch, the phone is programmed so the agent is automatically put into available state upon logging in. I did not see how this was set up in the switch, but I sure some other people can post if they have seen this.