Issue with False Call Times

[bwettlaufer]

Hi all,

Our office has started using Vicidial and things are running reasonably smoothly. Unfortunately, some of my operators are trying to cut corners.

When they leave their call in the disposition screen, or pause their system, I catch that easily. However, if a customer hangs up, and the operator doesn't click the hangup button, it appears they are in a call, when they are not.

How can I address this?

[ramindia]

Hi

thats the default behavior of Vicidial

Mr Matt had discussed on the same issue, just days back as follows.

VICIDIAL is always in call. The agent is never to hangup their phone until they log out.

When the customer hangs up the agent has to click "Hangup Customer" or use the hotkey to end the call.

ram

[bwettlaufer]

Okay ... how do other call centers deal with operators hanging on to calls for an excessive period of time?

[ramindia]

Hi

if you configure autodial mode

they all in Queue

ram

[krondorl]

Ram,

Can you explain that a little more in detail as to what you mean?

Thanks