Hiding IP Agent or stopping logoff

[rjblanch]

Hi all,

I am currently trying to find a solution to a scenario where we have a couple of Agents who are doing something a little bit unusual.

The agents make an outbound call to a customer to sell products, when they are halfway through the call, they put the customer on hold, then "accidentaly" hit the logoff button.
What this basically means is that they logoff and then tell the supervisor that they have made the sale, but they cannot put in the ACW time because it logged them out. Also, our call recording will stop recording the agents when they have logged out. No way we can prove otherwise, so the agent gets paid the comission for sale.

Is there anyway that anyone can think of that we can hide the toolbar, stop the agent from logging off or restrict the function of Logoff whilst on a call.

We are running CM3.1.2, IP agent V5(we do have a V7 licences), we do also have and AES box if this is also a possibility.

Any help greatly appreciated.

 

[phoneguy55]

I would fire them and get new agents.

 

[audra87]

Why don't you remove the LOGOUT button and have them use the FAC when logging out

 

[rjblanch]

Phoneguy55, very true....Wish I could, but not allowed to!

audra87, they can use the FAC, even when we do remove the button. We had tried this, but had to give them the logout code to finish the shift, and they found out that they could do the same by opening second line and manually dialling the code..

 

[audra87]

Then I agree with Phoneguy55!!

 

[wil19148]

You can use the CMS Agent exception to track the event "Agent logged out with active/held calls". Create a policy that the agents will not get paid commission for the calls when this event is triggered.