You'll have to create some custom (handler) logic to avoid agents to disconnect before being connected with the agent.
At the same time, you will have to collect some data and store it in order to provide a report, because we've now disabled disconnects before connects, but you'd still want to report on who's doing it.
Or you follow the route where you just provide a custom report that shows local disconnects under xx seconds and have the contact center solve it via (exit) procedures.
Hope this info helps
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At 3Fiftynine impossible is just a challenge
We provide kick-ass products on top of Genesys platforms
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Original Message:
Sent: 07-08-2019 12:10
From: Adrienne Derouen
Subject: Disable disconnect before answer
Hello Vineet,
The report you run that shows if a "Connected" call has "Local Disconnect" and the call duration is less than 5-10 seconds. Is it a custom report? or were you able to create it using Interaction Reporter?
I am interested in a similar report
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Adrienne Derouen
Commonwealth of Virginia - Hampton Roads Sanitation District (HRSD)
Original Message:
Sent: 11-21-2018 09:55
From: Vineet Kakroo
Subject: Disable disconnect before answer
Hi,
We use the "Auto-Answer ACD Interactions" checkbox on the User ACD settings to get the call auto answered and send to the agents headset. In this case they do not have to pick-up the call manually.
We also run a report that shows if a "Connected" call has "Local Disconnect" and the call duration is less than 5-10 seconds then we report it and these calls and agents are investigated, if need be.
Regards
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Vineet Kakroo
FIL Investment Management Ltd
Original Message:
Sent: 11-20-2018 16:06
From: Mauricio Olivera
Subject: Disable disconnect before answer
Any suggestion?
Original Message:
Sent: 11-09-2018 16:11
From: Mauricio Olivera
Subject: Disable disconnect before answer
Hi,
is there a way to disable interaction disconnection from Interaction Desktop before it is answered?
So, the user must still have the security rights to disconnect interactions but only after the connection. If the interaction is in the user queue but not answered yet (alerting), the user must not be able to disconnect it or send it back to queue in case the user tries to disconnect.
Regrards,
#Routing(ACD/IVR)
#Telephony