Queue Calls with no agents Logged In

[Tim Mrazek]

Is there a way to have new calls still queue up when agents are logged out? Currently, we are having an issue 'tuning' our wrap-up time, as some agents need more time depending on the situation. We are working through the idea of having the agent either logout of the queue or let the call ring their extention and bounce to the next agent, when in 'extended wrap-up'. The problem is that we have a smaller team and this could result in all agents logged out of the queue, or the stats being messed up for agents that have to complete more extended wrap-ups. With the agents all logged out, the queue goes to the destination no answer location. Is this something that can be changed, or is there a known workaround to make this work without messing with agent stats?

 

[AWS2P]

how many time do you need for wrap up ? ajust to best value, now if you need half an hour between 2 calls, hire someone to do back office job , almost agents can stay logged to answer , stats won't be messy that way

 

[Tim Mrazek]

currently the wrap-up time is 90 seconds because the agent needs enough time to compile all of their notes from the call. Some time they need more time, or they finished the call quickly and don't have to many notes. I know there isn't a way to bypass the wrap-up timer, that I've seen so far.
Having the agent logout out to get the 'extended wait time' can prove troublesome if all agents are logged out. I understand that we need more staff to cover these situation, but that is not an option.

Thank you

 

[Clément Rousseau]

one way or bypassing this is to configure the queue to go on a 1sec ivr when queue is ended (or when no agent are connected to this queue). And to configure this ivr to go back to queue after only one second no matter what. This way you enter the queue again and it works.

 

[AWS2P]

Is this something no creating infinite loop?

 

[Clément Rousseau]

this could have been a problem is ivr timeout could be at 0sec but as ivr timeout can only be at 1sec minimum, this works (content d'avoir pu t'apprendre qqch aws2p!).

 

[Tim Mrazek]

That sounds good, but I still need to close the queue during on working hours. hmm. maybe a call flow app.

 

[AWS2P]

(content d'avoir pu t'apprendre qqch aws2p!).

On apprend tout le temps, et aussi grâce aux autres qui ont exploité le produit différemment , Merci pour cette solution à laquelle je n'aurais pas songé.

 

[ArtR]

one way or bypassing this is to configure the queue to go on a 1sec ivr when queue is ended (or when no agent are connected to this queue). And to configure this ivr to go back to queue after only one second no matter what. This way you enter the queue again and it works.

Will give this a go. We have times when agents are told to log off for a quick 2 min meeting, and we don't mind the customer waiting in the queue for 2 minutes but when they do log out they get the "no agents".. so we ask them to stay in the queue and let the calls bounce around, but that makes their stats worse.

thanks