Log in to queues based on queue state when last available

Discussion in 'Ideas' started by WaveXstreaM, Dec 8, 2016.

Log in to queues based on queue state when last available 5 5 1votes
5/5, 1 vote

  1. WaveXstreaM

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    Apr 19, 2016
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    I got a request regarding the functionality Log out from queues when not available (Away / Do Not Disturb). The default experience is that when the agent becomes available they will be automatically logged in to their queues. That works nicely for most situations.

    The customer see use for an extended choice within the auto login/logout from queue function. They wish that it was possible to be logged in to queues or not based on the previous queue state when they were available.

    Example 1 (This is how the functionality is today): The user is logged in to queues and is available. User then changes status to away or do not disturb, and becomes logged out from queues. User changes the profile to available and will be automatically logged in to queues.

    Example 2 (This is how the functionality is today): The user has logged itself out from all queues with the queue button and is available. User then changes status to away or do not disturb and continues to be logged out from queues. User changes the profile to available and becomes automatically logged in to queues.

    Example 2 (Log in to queues based on queue state when last available): The user has logged itself out from all queues with the queue button and is available. User then changes status to away or do not disturb and continues to be logged out from queues. User changes the profile to available and continues to be logged out of queues, because his queue state the last time he was available, was logged out from queues.


    This will particularly benefit the IT-department at this organization with 1500++ users. Several people rotates on being on call for doing support. Through a day 10 different people can be logged in to the support queue, but not everybody at the same time. Let's say one of these agents is not supposed to be doing support this day and is logged out from queues. He changes his profile to away to walk down to the server room to do some work. He comes back and changes his profile to available and now he starts to receive unwanted calls from the support queue. This company also has a synchronization between 3CX and Exchange, therefore 3CX changes profile between available and do not disturb based on the appointments the agent has in Outlook. This user returns from a meeting and is suddenly receiveing calls without ever changing a single setting in 3CX manually.
     
    jlinds likes this.