We use the in-built softphones, and we have the settings enabled to have our agents log into queues automatically when they change their status to "Available" and to log them out of all of the queues they're assigned to when they change their status to "Away" or "Out of Office". Recently, we've had someone report that when he came back from "Away", he won't be logged into some or all of his queues and will then need to manually log into each one.
After trying to work on that issue, another agent reported the exact opposite, that she's going to "Away" or she toggles off the "Q" button and yet she's still getting calls. I've looked at the Office Hours Scheduling settings and they both have the automated queue logging enabled, so I'm at a loss. Does anyone know of other places to check for possible conflicting queue login/logout rules? Or any suggestions?
After trying to work on that issue, another agent reported the exact opposite, that she's going to "Away" or she toggles off the "Q" button and yet she's still getting calls. I've looked at the Office Hours Scheduling settings and they both have the automated queue logging enabled, so I'm at a loss. Does anyone know of other places to check for possible conflicting queue login/logout rules? Or any suggestions?
