Hi, Mike,
The only somewhat sensible reason I've seen in the past for deactivating/activating each day is where the agents work different queues each day, and the queues worked may not be known until they are on shift.
So, it is not normal to deactivate/activate each day, no. But, if the queues need to be changed during the day you could have supervisors do the activation, and then the supervisor can take the agents Off Queue and put them back On Queue after doing the activation...
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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
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Original Message:
Sent: 12-05-2024 08:25
From: Mike McCleery
Subject: Reason to deactivate queues before logging off?
We have been having issues lately where agents are not receiving calls when they should be. According to CARE, this is due to a known issue where agents are going On Queue without queues activated only to activate the queues afterwards. The recommendation was to activate the queue(s) prior to going On Queue.
My question for the community is, does anyone see a reason to have agents deactivate queues each night only to reactivate them in the morning? Is this beneficial in any way? If not, is there a reason to allow agents to have the permission to deactivate queues?
Thanks!
#Implementation
#PlatformAdministration
#SystemAdministration
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Mike McCleery
Workforce Planning & Reporting Manager
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