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Accept Queue calls

Tags: call queues

Sep 6, 2022 at 1:36pm • 2 replies • 0 likes

Jeff Kamin

Hello! We just found out that all of our agents have the ability to toggle this and make them unavailable for queue calls, is there a way to lock that? They should only be going to DND for break and lunch....

Mary-Community_Moderator on Sep 7, 2022 at 7:59am • 0 likes

Hi @Jeff Kamin, i'm currently checking if this is an option.

Jeff Kamin on Sep 7, 2022 at 8:10am • 0 likes

Thank you!!!!

Jeff Kamin on Sep 7, 2022 at 9:01am • 0 likes

I am using MVP if that matters. I am also looking for a report that gives an agent availability summary, but I havent been able to find one. Would like to know how much time agents are spending in each status each day to get some semblance of utilization and productivity... Thank you for your help!

1 Answer

Mary-Community_Moderator answered on Sep 7, 2022 at 10:20am

Hi! I've reached out to one of the Product Managers and said that it is currently not possible to hide the Accept Queue Calls button, and the agent will always be able to change their status. you may vote for this feature request HERE.

Jeff Kamin on Sep 7, 2022 at 10:29am • 0 likes

Thank you, that is unfortunate! I am also looking for a report that gives an agent availability summary, but I havent been able to find one. Would like to know how much time agents are spending in each status each day to get some semblance of utilization and productivity... Thank you for your help!

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