Loogin out phone on not ready

[Harani]

Our agents all have "not ready" availbe on theiur phones for wrapping up calls etc. Sometimes they wander off and leave their set on "not ready" instead of logging out which is a no-no because the scripts calculate how many people to queue based on "logged in agents" and a "not ready" set is still counted)

How do i stop them doing this ?(apart from beating them with big sticks)

Is there any way an agent set can be automatically logged out or placed on "Set busy" if left in "not ready" mode for more than say 2 mins

 

[rfwhite]

The quick technical answer is yes, but the practical answer is no- use the big stick.
With information from/to Meridian link you can monitor and control status of a phone set but your development time & effort probably wouldn't be justified.

 

[Milesprower]

You can use a different call instrinsic: IDLE AGENT COUNT for your quoee size calculation. This intrinsic will give the number of idle (available) agents.

I agree with rfwhite above that the behavior is the problem and it should be the primary focus.

 

[Harani]

Does AGENT IDLE COUNT give you all agents logged in excluding those in "not ready" or does it also exclude those currntly on calls

at the moment we let queue build to 1.5 times the number of agents logged in (and assume they are on not ready) so if we have 20 agents curently on calls there could be a another 30 people queud. this sounds alot but with that numer of agents taking calls no one in the queue should be more than 1-2 calls away from being answered.

Anyone calling in when the queue is full is asked to call back when it is less busy.

 

[lretrievers]

AGENT IDLE COUNT means that the agent is ready to take a call; the RTD would say IDLE. The agent is not on a skillset call, ACD call, DN call or reserved for any type of call, and their phone is not in the "NOT READY" status (I know double negative, I tried to figure out a better way to say it).