QueueMetrics > Running QueueMetrics

Callers Stuck In Queue

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QueueMetrics:

--- Quote from: revolution on January 07, 2008, 15:20:41 ---i second that motion -- maybe check autologoff=?????? in agents.conf :)

--- End quote ---

That's what I was thinking about as well.

revolution:

--- Quote from: QueueMetrics on January 07, 2008, 19:01:42 ---
That's what I was thinking about as well.


--- End quote ---

I know... I was co-signing and agreeing with your idea. ;)

Jeff Rumple:
Thanks helping Guys.
Here is the agents.conf
autologoff is set to 15............I guess I could increse it.

autologoff=15
wrapuptime=5000
ackcall=no

group=1
agent => 302,,Jim
agent => 303,,Dustin
agent => 304,,Mark
agent => 305,,Tom
agent => 306,,Cathy
agent => 307,,Jeff
agent => 308,,Tom Smith

they agents logged in pickup the calls fast, no more then a couple of rings.

revolution:
personally I'd require a little more responsibility out of your agents -- why have autologoff turned on at all? Are you running a call-center?

regardless -- 15 (the default) is waaaaaay too low imho... at least double that if not more...

Jeff Rumple:
Your right, I think I may just turn it off. We are testing a helpdesk call center with four agents, its better than what we were doing but I need to iron out a few things and understand how things work.

But I think I still have a problem, I had a agent email me today about caller in queue that she could not get to. QM show the caller had been waiting 15 minutes, she was logged in, or she thought see was. I was off site and unable to tell if anyone was looged in or not.
I hope to be able to catch the problem next time.
...I just turned autologoff off.

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