Agent Disposition Questions

[silent_ukr]

Hi All,

my cluster setup is described in my signature. I have 2 questions about Agent Dispositions. I have search for a bit and could not find the answers.

1) Is there way to disable certain System-level agent-selectableStatus Codes for given campaign?
use case: I have 2 campaigns, 1 of them uses NP (No Pitch No Price) status in the dispo screen, the other does NOT; hence I cannot fully delete it at the system level as agent on campaign1 are using it, however I want to make sure that this status codes does not show up for agents logged in to campaign 2..


2) Is there a way to limit the amount of time that agent has to select the disposition code after finishing a call?
My problem is that if agent does not select anything after hanging up the call, they can sit on the dispo screen as long as they want without taking calls. I have looked at 2 features, but they do not seem too correspond:
Wrapup timer - has a note(If the timer runs out before the agent has dispositioned the call, the agent still will NOT move on to the next call until they select a disposition), which does not solve the problem
Timer Action - seem to apply to active call limit..

Is there any other alternatives?

Thank you in advance.

[williamconley]

The only way (at present) to have different statuses on campaigns is to define them at the campaign level. Delete them or make them NONselectable at the system level and make new ones for each campaign you actually want them on.

If the agent does not select a disposition ... what would you have the system do? Guess? LOL That being said, there is a disable dispo option, but then (of course) the agent does not get the option to select a dispo.

Personally, I agree and believe the disable dispo option should be "forced" after XX seconds in dispo (and of course that choice would be "LA - Lazy Agent" and any agent with too many should get called in front of the owner ... and fired.

[silent_ukr]

Thank you for your comments, William.

I fully agree with you, it would make sense to have some kind of the "Lazy Agent" Status that could be counting such occurrences.

[williamconley]

Cool. Perhaps you should create a feature request in the Vicidial Feature Request board and then create an Issue in the Issue Tracker (and post a link back here ...) and consider sponsoring it.