Agent Logout from Queue Issue

[syadmins]

Hi,

The fact that the agent will stay in the Queue although he/she has logged out from the 3CX client is somehow inconvenient and might mess up with the agent KPIs hence degrade the performance if they forgot to hit the Queue logout button.

Is there a way for the agent to auto logout from Queue when they logout from their PWA or the Windows app without the need to manually tap the Queue logout button?

If this feature is not available, is there a way to do this through an API call as a last resort so we automate this function?

Appreciate the help

 

[Evolute IT]

If they have a specific work schedule, you can use the status autoswitch feature to have it change between Available and DND for office and OOO hours respectively. Once in DND, they will be logged out from queues automatically (this is by default, unless you uncheck "Logout from queues" in the Call Forwarding > DND.)

 

[VoIPTools]

The recommendation by @ConceptsWeb is a good one. And we can take this approach and extend it further. For example, what if the agent walks away from their desk DURING their normal work hours? That is where our 3CX Queue Notifier tool can help. It can monitor your agents and if they miss multiple consecutive calls, we can log them out of the queues and send notification emails stating the agent was logged out due to inactivity.

 

[syadmins]

If they have a specific work schedule, you can use the status autoswitch feature to have it change between Available and DND for office and OOO hours respectively. Once in DND, they will be logged out from queues automatically (this is by default, unless you uncheck "Logout from queues" in the Call Forwarding > DND.)

You right, this will work but since our CS work schedule is changing frequently during the year, additionally some agents might go on leave, this will not cover all of our requirements.

Thank you

 

[Evolute IT]

You right, this will work but since our CS work schedule is changing frequently during the year, additionally some agents might go on leave, this will not cover all of our requirements.

Thank you

Schedules can be changed easily, even by the users themselves.

For on-leave, users could set themselves to the DND 2 status, which would prevent the autoswitch from triggering.

 

[syadmins]

That's valid option as well. Having all of this coupled with our recent finding that we can do the API call to trigger queue status, I think we are good to go now.

Thanks

 

[Evolute IT]

That's valid option as well. Having all of this coupled with our recent finding that we can do the API call to trigger queue status, I think we are good to go now.

Thanks

No worries! Feel free to DM if you need assistance or have any questions. We work with the API quite a lot.