Log out of Que or set status to away on missed calls.

[jbeckus]

Issue is we have a lot of agents that never "remember" to log out of the Que at the end of their shift. There shifts vary week to week so we can not auto log them in and out by schedule.
I'm looking for a way to change their status to away or log them out of the ques once they miss a call.

 

[SweetAction]

You could use the status based log out of queue to stop this, but then they need to remember to login...

See:


So you set switch to available when office hours start and under away or DND to log out of queues

 

[AWS2P]

@SweetAction
Hi , seems auto switch is not a way

There shifts vary week to week so we can not auto log them in and out by schedule.

 

[Clément Rousseau]

as SweetAction said, best way is to use status, I suggest you to use blf to change status conveniantly for users (only press one button when they start and another one when they leave). Dont forget to put/let "disconnect from queue" for away status in extension settings.

 

[JohnS_3CX]

Hi @jbeckus

Not logging out is like leaving the lights on when you leave your house, it's a responsibility but hey it happens Luckily though, the supervisor can use the web client to log in/out any agent at any moment they wish.

So how do they log in? Whats your setup?

 

[jbeckus]

We are switching from an allworx system. The Allworx if they miss a call sets the status to unavailable. it stays that way until they hit a button on the phone. Any button volume up down anything. Plan is to have them log in and out but issue is a lot have not been doing this for years and worry that they will not and the calls will just ring around until it gets to an agent.

I know there responsible for logging out but not everyone does everyone sometimes forgets a light on when they leave the house. i don't want the customers to have to sit in the ques till it gets to a agent that is still here.

 

[jbeckus]

My most optimal/ideal setup would be if a phone misses a call it changes the extension status to away.

 

[JohnS_3CX]

That is not currently possible I'm afraid. I can suggest two options though:

1.) If they use the Windows app, it has an advanced setting to auto switch to DND when the PC is left idle. DND has an option in the extension settings in the management console to also log them out of queues, hence this could act as a solution for anyone leaving their desk.

2.) If this is a call center with a supervisor, he/she can log people in or out of queues dynamically with the press of a button via their browser (web client)

 

[Clément Rousseau]

try keeping exactly client old system feature can seems good for direct satisfaction but oftently if preferable to set up something clean without strange workaround, better for the future. It doesnt mean not trying to help and find the best config for the client but the key is trying to figure what client need more than what he want, then you can discuss, explain and convince him.

Ofc sometimes you will face a stupbborn client who doesn't change anything, but in any case, there is a reason why they are changing phone system for a new one then you should made him admit it works differently and its for the best.

 

[jbeckus]

try keeping exactly client old system feature can seems good for direct satisfaction but oftently if preferable to set up something clean without strange workaround, better for the future. It doesnt mean not trying to help and find the best config for the client but the key is trying to figure what client need more than what he want, then you can discuss, explain and convince him.

Ofc sometimes you will face a stupbborn client who doesn't change anything, but in any case, there is a reason why they are changing phone system for a new one then you should made him admit it works differently and its for the best.

A phone systems should support the business not the other way around. I am a system admin and our current phone system is EOL so I have to opportunity to get a different system. I understand that you have to give up something to get others. But If I am just not seeing an option that is there i don't want to make a decision because i was unaware as opposed to it not being there. In the end I need to weigh the new system vrs renewing the old system with a newer model of the same.