Forced Agent Logout Feature 1

[prflash]

Scenario:

I have 4 agents on acd calls at 4:58pm. 4 more calls que into the skill/split at 4:59. At 5pm the Vector will close for the day. The agents logins have also been set to Log them out of the skill at 5pm. Now normally the acd will not let the last available agent logout until the last call in queue has been ans/aban. Is this still true with the Forced Agent Logout feature active?


Prflash

 

[montyzummer]

NO at 5pm the agents will be put in a pending logout state as soon as the current calls finishes they are logged out , its up to you to build checks into the vector to allow for this scenario.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[prflash]

WoW. One feature cancels out the other. Which Avaya pub can I find that in?

prflash

 

[montyzummer]

This one page 182

https://downloads.avaya.com/css/P8/documents/100059339

When you say normally the acd will not log agents out , where are you applying this rule or are you referring to default behavior of the switch ?

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[montyzummer]

So if you are doing it by time , you may want to consider ACW option so that if people forget to log off after shift after a set period in ACW they get auto logged off.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[prflash]

To all,

The ACD function "should" not let the last agent logout until all calls in the queue have been resolved by either being answered, abandoned, or routed elsewhere. It has been that way forever. I have actually seen this work the way it is supposed to about 5 years ago when a call center decided to close 1 hour early without notifying me. All the agents were allowed to logoff except the last agent because they had some 10-15 calls in the queue and the vector was still opened. What I just read implies that the Auto Agent Logout Feature on the agent form over rides that function.

With the issue that I am looking into now I think I know the answer. I looked at the Login/Logout report for the day in question and I did see one agent did not log out until well after the Automatic Log out feature time. In my opinion the ACD function worked as designed. It over rode the Auto Logout feature. The only issue I have with the Acd function is it only applies to the LAST person on a call who is still logged in. It would be nice for it to be applied to ALL agents.

Unless anyone out there knows of a field where you can apply a set number of agents threshold.

Prflash

 

[montyzummer]

I think you need to be careful with assumptions , consider a scenario where your agents are auto answer and all press the headset key at 5pm calls ring to empty skill.

Hence my suggestion to build logic in the vector to deal with all scenarios.

APSS (SME)
ACSS (SME)
ACIS (UC)