CCX 10.5 Desktop Workflow Administrator Auto Ready?

[rossporubski]

Hello, is it possible to send an agent into ready automatically from desktop workflow after a set number of minutes if they're not logged out?

We have agents we've told til we're blue in the face to logout and set reason code lunch/break incessantly. They don't do it, instead they go to "not ready" and our Supers have to send them manually to ready when the agents either forget or don't do it purposefully.

Can we set this in a workflow so that they go to ready after a set amount of mins?

Thank you to all in advance for any help.

[Aaron Harrison]

You can't force people to answer the phone. If you make them ready they'll just fiddle with the hookswitch every few minutes to avoid calls.

It's a staffing/disciplinary issue to me. If it's someone's job to answer the phone, and they don't do it... it's the same as a postman throwing the mail in a bin or a sales person not selling.

Aaron