Currently, agents must manually toggle themselves on and off to accept calls from a queue. This manual process is prone to human error, as staff frequently forget to toggle off at the end of their shift.

When an agent forgets to toggle off and is then absent the next day (e.g., sick leave, vacation), the system continues to route live calls to their empty station. This creates a "phantom call" that rings without an answer until it times out and overflows.

Proposed Solution:
Introduce a new administrative setting within the Call Queue configuration that allows for an automated daily reset of the "Accept Queue Calls" status.

This feature would automatically toggle all agents assigned to that queue to the "Off" state at a specified time each day (e.g., 10:00 PM local time). This ensures a clean slate every morning, requiring agents to intentionally opt-in to receive calls when they begin their shift.

Business Impact:
Implementing this automated feature would provide significant operational benefits:
Improved Customer Experience: It would eliminate the unnecessary wait time callers experience when their call is routed to an absent agent, leading to a lower Average Speed to Answer (ASA) and a reduction in abandoned calls.

Increased Operational Efficiency: It guarantees that the call queue only routes calls to agents who are actively present and working, maximizing the efficiency of the active workforce.

More Accurate Analytics: By removing phantom calls to absent agents, call center metrics for wait times, agent availability, and call abandonment rates will become far more accurate, leading to better staffing and performance decisions.

Reduced Administrative Burden: This "set it and forget it" feature removes the need for managers to manually check and correct the status of their agents each morning, saving time and preventing a recurring daily issue.