Call duration warning notifications
Many of our lower tier techs spend more time in calls and working on tickets than we would like, most of the time simply because they're stuck in a call and lose track of time. Having the option to enable alerts/notifications on specific users, groups, and/or call queues that would trigger and notify our techs in some way when the length of their calls reaches a set time limit (15 minutes would be ideal at their level) could very well help them stay on task and move along faster.
Dan
shared this idea
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Christopher
commented
We would like to set a time limit to calls and have an alert (visual and/or audible) to the agent when that time has been exceeded. Or you could have an visual and/or audible alert every 5, 10, 15 minutes to inform the agent how long they have been on.
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Sherryl
commented
It would be useful if we do have a setting that we can enable to average minute for an agent to be on a call and a notification that is enable when the agent has exceeded that time limit