email notice if no agents are available
If the queue is open, and there are agents logged in but in a "working" state, a caller can be left waiting indefinitely. Would be helpful to have the ability to send an email to a specific email address so the management team knows that there is a queue in this state.
workaround is to set up a dashboard in analytics that generates a sound if the above situation occurs, but that requires someone be in front of the dashboard to hear it.
Mitigation would be to treat the "understaffed" queue similar to a "no-one logged in" one (see:49609367) , but this idea is focused on the alerting/notification aspect instead
2
votes
Raymond
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