mailbox night

[bellarix]

Hi I have a bcm where I have several skillsets attributed, the answer service is not activating (night mode) if agents are still logged in, the night mode only activates providing all agents have logged themselves out which is to be fait quite easy to forget, thus leaving the customer waiting in queue expecting to be answered. Any ideas??

 

[curlycord]

I don't know CC but will take a stab at it, I would look at Overflow settings i.e. Agents Not Logged In and check Service Modes for times.



________________________________________
We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.

=----(((((((((()----=

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[cook1082]

You could set the agents to be forced logged out if they don't answer.Then it will go to the MB.

 

[snowman50]

Sorry maybe a bit late on this.

You can set up a night function on the call centre.
Then direct the calls straight to the night mailbox

Set the timer when then staff have left the office so as the call centre goes to the mail box.

 

[bellarix]

thanks for the feedback,

curlycord the overflow is set to the mailbox and the service mode is set to the correct times, this works fine providing all agents are logged out, before it would kick in regardless of agents being logged in still but an agent logged in now seems to override the service mode and I do not undertsand why

cook 1082 can they be forced off at a certain time of the day or only if they don't answer, the problem there is we are a busy call centre and don't want an influx to the mailbox this is solely for night mode.

snowman50 unless you mean something different I belive that there is a night function set up but the problem is it only appears to be working if all agents are logged out

 

[snowman50]

You should be able to put in an overflow rule on a timer in the night mode.
Tell it to go to night mailbox after a certain time.

 

[bellarix]

hey I have found that and there was not a time set on the night mode only agents not logged in so feeling hopeful this will do the trick snowman50 will confirm if this works Monday.

 

[bellarix]

snowman50 unfortunately this did not solve the problem, to be honest I am beginning to think it maybe a technical issue