vicidial.org

I would like to request a feature for on-hook agents that will auto-pause after them after X amount of unsuccessful ring attempts. Unless it is doable already. Can I get a few votes for this?

The scenario:

Mr. Sales Agent logs into the queue and is receiving calls. He decides to fall asleep or take a smoke break.... whatever the case he stops taking calls... The queue and/or ingroup is set for oldest call finish, start, or is rank based.... he is receiving call after call disrupting the queues hold times and generally making everything difficult till someone corrects the issue. Seems like this can be something that we log and after a predetermined time we pause him automatically after say 3 failed ring attempts.

Easiest solution would be to fire the agent

Another option would be to have a Manager actually monitor the agents.

Adding a feature to auto-pause agents is not a simple fix if you want to do it right and keep the logs valid. This is probably a 20-hour project.

What do you think the dollar tag would be associated with that feature? Might have a sponsor for it...

IF there is a log created at the moment that the call "skip" the agent and moves on to the next agent (ie: agent didn't answer) it would be simpler (albeit outside Vicidial and not pretty) to use an external script to catch that even and use the agent api to pause the agent. Since The Vicidial Group built the API (I believe?), I expect this would maintain all the logs. But I do not know if it would maintain the proper Pause Codes and work perfectly under all circumstances.

We have a few clients using external monitoring for events to do things like move leads, etc.

The Agent API is a marvelous thing. That being said, for it to work properly in all situations it would need to be done inside Vicidial's agent page. And Yes, I can see that being at least 20 hours on the low-side.

20 hours would be USD$3600