Agents Ability to Drop Calls

[rtstech]

Hi Support,

Wondering if anyone else is having the issue we are having.

Agents with only below user rights (Default) can still drop calls to the Queue from the switchboard. We can't seem to report on this action too, the call report says "Terminated by Q **".


If anyone has managed to disable the drop call option via group or user rights or some other customization or were able to report it using reporting tool? any feedback will be appreciated.

Thanks,

 

[Constantinos Constantinou]

Hello @rtstech ,

Can you please check that your user is NOT a queue manager?

Open Management Console > Call Queues > <Queue> > Notifications and verify that your user is not listed as queue manager.

 

[rtstech]

Hi @Constantinos Constantinou,

I can confirm the agent is not set as the Queue Manager for any queues.

Thanks,
Sid

 

[Constantinos Constantinou]

Thank you very much @rtstech ,

We will check it and get back to you.

 

[rtstech]

Hi @Constantinos Constantinou, Just wanted to check if you managed to find anything regarding this issue.

Best
rtstech

 

[Constantinos Constantinou]

Hello @rtstech ,

It seems that it was since v15 like this. This is not something introduced from the latest releases.

What I can propose is to create on the idea section an entry for the community members to upvote it.

 

[Evolute IT]

Hello @rtstech ,

It seems that it was since v15 like this. This is not something introduced from the latest releases.

What I can propose is to create on the idea section an entry for the community members to upvote it.

This should not be an idea but a bug fix. Agents should not have the ability to drop calls unless they are manager.