Post call status to remain the same as the pre-call status for the agents/supervisors
When an agent or supervisor's pre-call state is Working, their status should remain the same after every inbound call or outbound call.
13
votes
Mark Anthony
shared this idea
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Mitchell
commented
Customer UAT testing have Supervisors reporting the Q's Post-Call State is impacting the Supervisor's state after monitoring. Most are in working status prior to agent call monitoring and would like this state NOT to be changed by the queue's post call state setting.
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Delia
commented
if you are in working state and need to dial out, it should 100% put you back into working instead of available after that call.
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Amanda
commented
This is extremely helpful, so agents do not need to check their status every time they receive a call. It is very easy to miss and ultimately, leads to many missed calls.