Question regarding "Agent Error"

[jthayne]

When an agent closes their browser at any time before dispositioning a call, what exactly happens? I know the call has a ERI status. When the agent logs back in to ViciDial, are they told to disposition the call? If not, is there any way to change the disposition on that call?

[williamconley]

You can search for calls in that list with a status of ERI in the Lists menu by choosing search for a lead. Then you can modify the status within that admin_modify_lead page.

[jthayne]

When the agent logs back in, is there any notification that a status needs to be set for the call? Or is it as though they were logging in fresh?

[williamconley]

No link is made to the prior "abandoned" call. Agents are expected to log out properly to avoid this scenario. ERI is designed to allow a manager to identify a lead improperly abandoned and then train the agent in question to avoid this ... instead of building a system around the agents abandoning leads.

[jthayne]

Awesome. Thank you very much for the quick replies.