Script ideas?

[shikamarunara]

Hello,

     I have a call center script for a Help Desk that checks to see if any agents are logged in.  If none are logged in, calls are redirected to a cell phone.  The only problem I have is that the agents forget to logout and (they only close the CAD, which oftern does not log them out.)  The Help Desk sometimes works odd hours, so I can't use a time of day filter.  Any ideas on how I can solve?

[geoff · Accepted solution]

Set the inactivity timer to log them out after 30 mins of no activity - this may help a bit. Closing CAD with the X from the Title Bar is not usually a problem - as this will log them out after prompting (if I recall correctly). What can really mess it up is if they just turn off the PC!!

Really, this is a personel issue - training and laying down the law may help. Dock their pay!

Regards,

Geoff

[aschroeder2 · Accepted solution]

You should adjust your Logout non-acitvity timer and re-check in your ICM script for agents logged in >0

Additionally you can limit your queue time and force callers into a VM to get them out of the queue.

[shikamarunara]

Where can I find the logout inactivity timer?

[aschroeder2 · Accepted solution]

In Config Manager --> List Tools --> Agent Desk Settings List.  Attribute tab for Logout non-activity.  More details are http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_7_5/maintenance/guide/ipcc75ag.pdf

[shikamarunara]

Hi Anthony,

     This is on UCCXpress.  Do you know where I can find this setting?

[Gabriel Saavedra · Accepted solution]

Hi,

With UCCX you can logout an agent at a specific hour, day or days or date. But when the agents close the application it should be prompt to choose the logout reason code (if configured).

Gabriel.

[shikamarunara]

Gabriel, do you know where I can find these settings?

[Gabriel Saavedra · Accepted solution]

In desktop administrator>work flows group>CAD Agent>Agent Management Work Flow. You have to know that it is for a certain date, hour, day or days, it doesn't have the option to logout an agent thas has been idle for X amount of minutes.

Gabriel.

[shikamarunara]

Thanks, Gabriel.

[aschroeder2 · Accepted solution]

I'm sorry I do not.