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- Jan 7, 2010
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Call Queue - Agent Duration On Individual Call
We have recently been asked by mulitple clients to be able to send a notification to a Queue Manager if an Agent is on an Individual Call for more than a defined amount of time. For example, if a Customer Server Agent, Logged into the Customer Service Queue is on a partucular call for more that 15 minutes, send an eMail notification to the Queue Manager. The requests have been made by Call Center Managers that would like to better manage the need for training and/or escalation.
We have recently been asked by mulitple clients to be able to send a notification to a Queue Manager if an Agent is on an Individual Call for more than a defined amount of time. For example, if a Customer Server Agent, Logged into the Customer Service Queue is on a partucular call for more that 15 minutes, send an eMail notification to the Queue Manager. The requests have been made by Call Center Managers that would like to better manage the need for training and/or escalation.
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