agent pause-status displayed

[heinz]

Hi,

I always end up in discussions with our agents who claim that the pause-time is not calculated correctly. In many cases they just forgot to press the resume button and don't recognize that they are paused.

I would like to display an image (similar to "live call") whenever the agent is paused but I am struggling with the implementation.

Can anyone give me some hints where in the code I can grab the actual status of the agent?

Thanks,
heinz

[mflorell]

Where do you think would be a good place to display this image?

[Op3r]

via a big pop up like the one on the dispo screen?

[mflorell]

That should certainly get an agent's attention. This would have to be an optional addition because it would obscure other valid things that agents can do while paused like place manual calls, enter pause codes and check on agent-only callbacks.

[heinz]

Back in the office...

I would add a small .gif above the pause/resume buttons which appears whenever the pause-button is grey.

But to my mind there are several other occasion when the pause button is still green but the agent gets add pause_sec to his agent_log. Especially when they do manual-dialing.

But I can't figure out where in the code I have to look at.

Thanks,
heinz

[mflorell]

What version of astguiclient are you using?

[heinz]

Hi Matt,
I am using 2.0.3.

Thanks,
heinz

[mflorell]

There are several fixes in pause time calculation in the 2.0.4 version

[heinz]

Hi,

I am using the pause calculation from the SVN-Code from november so I think thats the latest version. Anyway, the agents simply have a different view of what should be pause-time...

I added a Pause GIF which should visualize the pause state more clearly to the agent. Therefore I modified these elements:

Code: Select all

document.getElementById("DiaLControl").innerHTML = DiaLControl_auto_HTML;
document.getElementById("DiaLControl").innerHTML = DiaLControl_auto_HTML_OFF;

I hope that brings an end to the discussions...

Thanks,
heinz