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Auto pause/inactive for agent

Added by V J about 11 years ago

sometimes the agent by mistake forgets to pause or inactive, which causes call drops.
How can we auto inactive the agent based on no of call drops.


Replies (3)

RE: Auto pause/inactive for agent - Added by Jefferson Varias almost 11 years ago

Hi VJ,

Even if the agent forgot to pause, it will not cause a Drop Call, What you can do is try to adjust the Drop Call Seconds on your campaign, Drop Call Seconds - The number of seconds from the time the customer line is picked up until the call is considered a DROP.

Thanks!

RE: Auto pause/inactive for agent - Added by V J almost 11 years ago

Thank you for your reply.

This is an Outbound call centre which initiates calls when agent is logged.
If my agent is logged in he is receiving customer calls which are generated by system. Hence when customer picks up and if no one is there on other side we would cut the line.
I want to prevent this.

What i want is :
If he off the chair and have not paused or in inactive state and if there is a call drop he should be forced inactive by system. To prevent further call drops.

RE: Auto pause/inactive for agent - Added by Demian Biscocho almost 11 years ago

That feature is not available. If you need us to customize the system, please send an email to .

If the agent needs to go out of his/her desk/chair then he/she needs to go on "Pause" status. This will make sure that calls don't come in. This is pretty much the standard procedure in call centers.

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