Issues with queue members

[viwedis GmbH]

Dear forum,

we stumbled over the following situation: queue members logged out, probably without knowing, and this way queues were empty and calles were dropped.

So I am thinking about how to avoid this in the future.
As far, I have found out that the queue manager can see the status of the agents regarding queues in desktop client - this means he/she needs to actively check.
An option would be to disable agents to logout - static agents so to say - but I couldn't find such option.
The perfect solution would be a notification to the queue manager, that the queue is empty - is this possible in some way??

Thanks for your thoughts on the topic and your support!

Best regards
KaBi

 

[Alphabetic]

its not possible to prevent log outs.

you could schedule a report every so often that sends emails to the manager it will advise Q logins.

though, easier thing would be, the queue manager see the client and have an overview of the queue.

You could stick a dummy extension in the queue and have "ring my mobile simultaneously" checked, that way the ext will be online and the Q will never close.

Set an SLA on the queue for 2 minutes or so and manager will get email stating this and then they can see whos in.

 

[viwedis GmbH]

Thanks kieferschild!
I looked at the reports, but they seem misleading when done on a daily basis. Some agents are logged in from the prevoius day.
I think the queue manager won't be excited, to look actively in the webclient, but I will give it a try
When a queue is empty, callers do not get in, but I am not able to figure out a setting on what do to on empty queue.