Skillset agent log out

[Frankenherder]

OK, we have 2 agents who just will not log out. This leaves the queue open and bypasses we are closed blah blah after hours. It will just keep the person in the queue with no out option.

Is there a way to enforce an agent log out at a certain time? i can't beleive a minimum wage employee can take over a 40K phone system just by not logging out.....

Thanks
Matt

 

[acewarlock]

Cheap fix, fire the minimum wage employee. not sure if there is a way to log them out as I never had that problem.




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[cook1082]

Have the night route kick in the skillset and in the greeting state they are closed then disconnect. Do not allow route to distrubite.

 

[Deweyhumbolt]

Set Skillset to Auto Out Logout. If Agent doesn't answer telephone in 2 to 3 rings, it will Auto Logout the offending Agent.

Adversity is Opportunity

 

[Frankenherder]

I will double check my settings for the night route.

Logout is not really an option, if they walk to the fax machine and miss a call they would have to log back in. it is hard enough to get them to log in and out just once a day.

Thanks for the suggestions, please keep them coming!
Matt

 

[Deweyhumbolt]

That's what Not Ready is for.

As a Telecom Tech. we're usually the nice guy to everybody. But, when you start dealing with Call Centers, you work for the owner, Only. Agents will lie, steal, and cheat to avoid taking calls. That's why they have to Login for reporting and job evaluation. You won't be able to walk that Thin White Line, in these situations.

Adversity is Opportunity

 

[Crowtalks]

I agree that you should give the supervisor the heads-up on the option to auto-log out after having a bumped call, show them where to monitor the agent list so they can see who's logged on and who's not, and be sure their agents use Make Not Ready

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