SCCS - Auto Logout Agent based on Time?

[bhatche]

RLS 04.02.06 - Is there any way to automatically logout an agent based on a logged in duration time or time of day intrinsic? I understand that you can put a set in NRD or MSB, via the CPC, based on time a call is presented to a set and not answered; returning the calling party to queue/skillset. However, my boss wants to logout agents who went home and forget to logout, i.e. logged in duration = 32:14:20 (over 32 hours idle/time in state). I am already using the DAY OF WEEK and TIME OF DAY intrinstics in the scripts. What we are trying to eliminate is inflated numbers on the total number of hours manned on the reports. Any advice (other than making the agents/supervisors do their jobs like they are supposed to!)??? Thx

bhatche

 

[Draxis]

As far as I know, there is no way to do that automattically. I've asked this question before and got no luck. The only thing you can do is either de/re-acquire the TN in Symposium or de/re-enable the TN in the switch to force the phone to logout.

 

[bhatche]

Thanks for your response Draxis. Maybe I will have to do that if I can't get these agents to logout.

bhatche

 

[brewerdude]

This has been one of those issues that's been going on forever. Unfortunately, there never has been a fix for it.

 

[pdulfo]

What would be useful is if there was an official Symposium USer Group. We could then generate realistic wish lists back to Nortel for development. Auto logout I could see high on the list.


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PDulfo aka pdiddy