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Is there a way to inhibit the agent to put himself "off queue"?

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  • 1.  Is there a way to inhibit the agent to put himself "off queue"?

    Posted 10-01-2019 16:57
    No replies, thread closed.
    I have an issue in my operation, many agents after a call end are changing their status to "off queue" and this are affecting our performance because the dialer doesn't have a constant metric to work with Predictive mode.

    Is there a way or permission that only the supervisor are allowed to change the agent status to "off queue"? Or hide the button "On queue" of the screen?

    I found a permission that made the button disappear of the screen, but when I remove this permission, I couldn't put the agent "on queue", so this solution doesn't fit.
    #Handlers
    #Routing(ACD/IVR)

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    Raphael Sens
    Flex Contact Center Atend. A Clientes e Tecnologia Ltda
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