When an agent completes a call they go into after call mode by hitting a button, they stay in this mode whilst they update the account. However, the system automatically jumps them out of after call ane makes them available. This also happens if they have gone to lunch, causing a high abandoned rate.

Can someone help me please.

Thanks

Sean

Perhaps the system is set to force ready after a certain amount of time in call work?

Normally configured this way to stop agents from chatting when they should be wrapping.

Don't know how it's configured on your switch though. Where's Jason when you need him?

Hi

Avaya is used in our call centre and this forced to take next call option isn't used on our systems. We've debated switching it on before now but never gone through with it.

Is it all agents?

Additionally, shouldn't they be logging out completely when they take a break or go on lunch?

Quote from Anna Rogers

Additionally, shouldn't they be logging out completely when they take a break or go on lunch?

When I've used Avaya in the past we got our agents to use Aux Codes so we could easily track break/lunches. It really depends though on your own organization and it's requirements.

As I understand, it would affect all agents.

Avaya can force an advisor station to go back to an available state after a set length of time. This can be set to 0 (zero) seconds!!.

Breaks and lunches should definately be tracked within a call centre especially if this time is being paid for. Aux codes, as mentioned above, can account for this level of reporting.

I would speak to your switch manager and ask them to turn off this forced available setting.