In Consideration Disable Queue toggle (Login/Logout) Option in 3CX Client

[Manoj Perera]

Call center supervisors do not let agents to change the queue once the agents assigned to queues.
Queue toggle (login/logout) option in 3CX phone client should be an admin privileged option.So user should not be able to change or logout from queue without supervisor/admin permissions.This is a mandatory requirement in call center operations.

Even a basic call center solution support this access controlling feature where supervisor/admin has control on queue operations. With 3CX client, agents can change the queue as per their preferences and even they can easily logout from queue via just one click on queue toggle button. Even this can be happen mistakenly. For large call centers, its is not possible for supervisors to strictly monitor agent queue status by agent by agent.

 

[Bruno PELZER - CELEM]

+100 !!!

 

[tresearch]

+1

It would be great to be able to set from within the queue settings if an agent is "static" or not. Thereby disabling an agent's ability to login/out of that particular queue.

Call centers really need this!

 

[Mike_KC]

++1

 

[JayDub]

+1

It would be great to be able to set from within the queue settings if an agent is "static" or not. Thereby disabling an agent's ability to login/out of that particular queue.

Call centers really need this!

I agree completely. This is vital for a call center environment.

 

[kenzoo]

+1

 

[crvdf]

This would be handy, we receive several support calls a week from staff that have accidentally logged out of the call queues and wonder why their phone isn't ringing. Being able to prevent selected users from logging out of the queues would save a lot of technical support calls.

As a workaround we are using an adblocker to remove "Q" function from webclient in Firefox.
Don't know if the same feature is available for Chrome.
When users logs in, the adblocker removes the button automatically...
Not the best, but effective... as a workaround (just) for unwanted clicks.
By
Mirco

 

[Paul Reynolds]

Just had a manager screaming at me because they were losing calls because the last agent managed to somehow log out of queue. Given users swear they aren't logging out of queues, they somehow DO get logged out of queues(BUG?), then it would be immensely helpful to prevent user log outs.

 

[michielpeeters]

+1
Our costumer has severals queues, also a back-up queue in case the receptionists are not able to answer the call. Because answering a call is not a part of there activities, i see people are logging out.

 

[computer79]

+100
Absolutely necessary!!

 

[Sam Boldan]

+1

 

[Dennison Lee]

+1

on a related note, I would also like to see a column in the Q-manager whether an agent has explicitly been logged out. Once that happens, none of the automated logins work. There should also be permissions to use explicit logoff and maybe even have that set per queue.

 

[GI-YD]

+1 and, the Explicit Queue rule should only be accessible to Queue Managers, not the agent.

There are scenarios where a manager will need to pull an agent out of a queue for compliance/retraining reasons and until the agent is allowed back into the queue, he will be able to still take calls from other queues.

 

[data14]

+1

 

[SECOIT GmbH]

+1

Btw, I found out that customers (and also myself) accidentally log in and out of queues because of the position of the "Q" button on mobile phones.
Maybe that affects some of you, too?
https://www.3cx.com/community/threads/disable-queue-toggle-login-logout-option-in-3cx-client.50228/

 

[treefiddy]

3CX team, any status update on this? It was quickly agreed this should be added but has yet to even be flagged as in progress.

I really wish 3CX corporate gave priority to core phone functionality features over all the other fluff features. Coming up on 2 years for this...

 

[nb]

+1

Btw, I found out that customers (and also myself) accidentally log in and out of queues because of the position of the "Q" button on mobile phones.
Maybe that affects some of you, too?
https://www.3cx.com/community/threads/disable-queue-toggle-login-logout-option-in-3cx-client.50228/

Agreed - We are going to make a "Confirm" confirmation message - we have it in iOS, We will add it in android.

 

[SECOIT GmbH]

Hi Nicky - Thanks for fixing this in Android! So far no accidental Queue logouts anymore for me.

 

[Christopher Dean]

+100

I am constantly being asked for managers only to have the ability to login & out agents from queues. A restricted view for agents is a must so they can't jump in and out of queues as they please.

 

[autohaus]

+1

 

[Mohamed Zahran]

You can Remove the Q Icon from the Windows Client by Editing in the Access Section.
Extensions - Phone Provisioning - Acess - Block Presence information in 3CX Clients / Webclient