Is it possible to force agents to go ready automatically after a certain time in a particular state.
For example, Agent selects "Not Ready- Break". But after 5 minutes, They should automatically be made ready.
Looks like some agents are leaving themselves in not ready for a long time so as not to take calls. Can this be done ( UCCE 10.5)
Thank you for this. Would you mind sharing the toastr concept with me. I assume this is a custom script you wrote. Would you mind PM me the code?
One easy thing you can do is create a dashboard for your supervisors which highlights agents in red when they have been not ready > x minutes. Otherwise you're looking at some custom solution.
I agree, the report alert method would seem to be the way to go.
What happens if the gadget puts the person back in Ready but they aren't really ready or worse yet they aren't there and their headset is off?
You set yourself up for RONA or worse scenarios, like some caller on the other end of an empty line.