thargiss

I have bad problem with agents not answering ACD calls and letting the call roll to RONA. When that happens the agent is placed in AUX work.
How can it be set up to log the agent out when they allow a call to flow over to RONA?

Thanks,
Ted

eltorodeoro

there is no way to change that. the most important thing is stressing to the agents and (especially) their managers how much it throws off reporting, particularly if the agent has gone home for the day and left himself logged in. this can also cause problems with any vector steps looking at the availability of agents prior to any time of day routing.

PBXtech.info

 

Dirk

if you have CMS, develop a custom RONA report.. and you can run that monthly to show # of hours RONA was used.. it can be quite embarrassing.