Forced Agent Logout with Timed ACW

[tcomprojmgr]

Does anyone have any experience using the agent login ID feature 'Maximum Time agent in ACW before logout (sec)' in combination with Timed ACW on either the VDN or Hunt Group? This function seems to work when the agent manually chooses the ACW state, but it doesn't seem to apply with timed ACW.

The problem is that the 9999 second limitation on timed ACW doesn't seem to be enough for some of our customers. They are having agents stay logged in overnight in timed ACW, and then at some point in the evening they will go available again and calls will start being auto-answered on their agent login ID. They don't want to use manual-in during the day.

Any ideas/suggestions?

 

[Anniebugg]

Why do they want to stay in ACW for that long? Seems strange to me, but I'd either use and existing AUX code or setup a special AUX code for that purpose and then have the agents put that code in if they need to remain unavailable longer than the ACW limitation.

 

[tcomprojmgr]

As usual, this is technology trying to correct bad agent behavior. These are 2nd shift agents who are inadvertently staying in TACW and then leaving for the day. Apparently there are also no Supervisors around to check CC Pulse / CMS at this time of the evening, so they can't verify that these folks log out before they leave. So I've advised them that the first solution is to just make sure that their agents are logging out at the end of their shift, but of course, we're trying to patch a process with technology.

 

[Anniebugg]

Yes, I feel your pain! Can you setup RONA so that when agent(s) forget to logout, the caller goes back into the queue and the agent is put into AUX? Would it be possible to have just the evening shift agents use the manual-in feature? I used to have to check for logged in agents before calls started coming in first thing in the morning and remotely log them out from my phone.

 

[tcomprojmgr]

Unfortunately, they're using Auto-Answer, so we can't utilize the RONA features. Also, I tried using the manual-in feature, but since we're using softphone, it doesn't work when they answer on the softphone b/c it automatically uses auto-in. Arrgghh!