Remotely logging an agent out

[chippowell9]

Say I've got a bonehead agent who went home without logging out. Symposium Web Client real-time-reporting shows me that he's still logged in, idle, ready to take a call. I need him to log out so the scripting will see < 0 agents available, and will route the call to the designated after hours location. I know he will be logged out automatically if he misses an ACD call, but I don't want that one call to have to deal with a non-answering agent.

I know there are other workarounds to this, but my specific question is: is there a way for the call center manager (limited Symposium Web Client privileges) to log this agent out without needing to physically go to the agent's phone - which may be in another building - and without needing the privileges to deacquire/reacquire the phoneset from Symposium Configuration menu?

Hope that all made sense. Thanks a million, as always.

 

[lretrievers]

Yes it makes sense, but no, there isn't a way to remotely log out an agent. Acquiring/deacquiring the set won't do it either. Perhaps a change to your scripting to route calls by time of day, rather than looking at the skillset to see who is logged in might be a solution.

 

[chippowell9]

You're right, deacquiring doesn't log you out, but it does make the set busy, which may have to be good enough for me in this case. Time of day is not doable for us, as we're not on a strict work schedule.

 

[rfwhite]

Yes, you can log an agent out remotely but it is a rather complicated process and requires careful use of the Meridian link services. Unless you're an experienced developer I wouldn't try it.
Do your agents use headsets? If so some telephone sets can be configured to log out when the headset is unplugged.

 

[mikeyb123]

if you make a change to the handset that the agent is using this will log them out.

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[mcpeppi]

configure a call presentation class - with return to queue ( f.e. 18 sec.) and define the return to queue mode to Makesetbusy/MSB.

Return to Queue Wait Interval: If you chose a call presentation of Return to Queue, type the time by which the call is returned to the queue if not answered.

Return to Queue Mode: If you chose a call presentation of Return to Queue, select the mode in which the phoneset is placed after the phoneset is returned to the queue.

 

[Milesprower]

As noted above, remotely logging out agents is not a feature with SCCS.

You can remotely re-assign the skill level of the offending agent to standby. The skillset will then close.

If the call presentation class suggestions and behavior modification (fire the worst offenders) techniques suggested above are unsuccessful, you could run a skillset assignment at closing time to move all agents in the skillset to standby.

You will then have make sure to run the reverse (assignments can be scheduled) assignment to set the agents back to their normal skill level assignments at opening time the next day.