Call Queue Dumping Calls when Staff Status is set to Away

[AdamRunabout]

I’ve noticed that if all our Customer Service Queue members put their status as away, it boots all the callers in queue and they lose their spots.

Is there a way to allow the Customer Service Queue team members to take a quick break (washroom, water, etc.) without losing the callers in the queue? This is the case especially when I only have one Customer Service Queue member in the morning and they need to take a small break.

I would love to hear your suggestions!
Thank you

 

[GeorgeP_3CX]

Hi @AdamRunabout

The reason that the calls are getting dropped while the agents are setting their status to 'Away' is because they are getting logged out of the queue.

The option "Log out from Queues" in Users >> Forwarding Rules >> Away is enabled by default and is triggered when you switch your status from 'Available' to 'Away'.


If you disable this option, when the agents change their status to 'Away' they will not be logged out of the queue and the calls will remain in the queue, but the agents will be getting polled while their status is set to 'Away'.

 

[AdamRunabout]

@GeorgeP_3CX

Thank you so much I will try this solution now and verify