Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Doo-Bop on October 28, 2008, 08:57:16 AM

Title: logout an agent (by supervisor or after inactivity time)
Post by: Doo-Bop on October 28, 2008, 08:57:16 AM

Hi,
- logout an agent (by supervisor or after inactivity time). Most agents forgot to logout after shift.
is it possible?
Doo-Bop

Title: Re: logout an agent (by supervisor or after inactivity time)
Post by: Doo-Bop on October 28, 2008, 09:24:56 AM

it is genesys 7.2

Title: Re: logout an agent (by supervisor or after inactivity time)
Post by: cavagnaro on October 28, 2008, 02:26:44 PM

1. create a software to do it
2. do it by hand at GAD admin
3. By PBX commands

Title: Re: logout an agent (by supervisor or after inactivity time)
Post by: barleycorn on October 28, 2008, 08:57:20 PM

Fire them.... ;-)

Title: Re: logout an agent (by supervisor or after inactivity time)
Post by: Dionysis on October 28, 2008, 09:38:03 PM

I concur... quite often there is a need to fire people when technical issues can't be solved.

However, you can easily use a cti application to register for the agent's place and send a request logout.  Any of Cav's solutions would do it.

Title: Re: logout an agent (by supervisor or after inactivity time)
Post by: cavagnaro on October 28, 2008, 09:43:29 PM

lol, they will sue you as that is not a valid cause unless you specify in their contract such thing which is hard to do...

Title: Re: logout an agent (by supervisor or after inactivity time)
Post by: Dionysis on October 28, 2008, 09:58:11 PM

Bah, that's not our area to worry about.  Let the legal dept worry about it.

:p

Title: Re: logout an agent (by supervisor or after inactivity time)
Post by: barleycorn on October 28, 2008, 10:16:01 PM

;D
In all seriousness though, I've implemented this sort of thing a couple of times, and there's no real perfect solution to it.  I've done it through the softphone itself, through a management app (using AIL to present a right-click->log off style interface showing the agent and idle time), but really nothing beats training the agents that it's unacceptable to walk away from their workstation without logging off. Of course, there's always the odd mistake but if you find agents doing it continuously then it should be grounds for a caution at least.