Agents management.

[kobkob]

Hey guys,
During this difficult COVID-19 times we've sent some of our agents to work from home, but it's hard to track each agent when he's disconnecting from the queue. for example, if he's taking a lunch break without telling(by just exit the queue), I wanna know that so I won't assign any urgent tasks on him during that time.

any way to get a notification when it happens?

Thanks in advance.

 

[VoIPTools]

If an agent simply walks away from their desk and doesn't change their presence status, there isn't much you can do to figure this out. This sounds like a training issue rather than a technical issue.

That said, one thing we did with our "3CX Auto Logout" application was to monitor if an agent has missed multiple consecutive queue calls. This tool automatically logs the agent out of the queue.

We are updating this tool to also send an email letting the agent know that they, and their manager, have been logged out. It wouldn't be much of a stretch to also change their status to "Away". Setting their status to "Away" would give you a visual clue that they are away. I'll have our team add that feature.