I have agents not logging out some time after their shifts. When the next shift comes the new agents are not able to login as the previuos agents are not logged off.
I understand that from Supervisor Desktop, I can logout an agent. But when trying to do the same, I am getting an error like "Permission denied because already a Not Ready request is pending."
Can anyone tell me why is this?
Is this on phone or desktop (CAD, siebel etc)
Phone you should be able to logout as long as they can change the state to NR.
Desktop if the user logs off and next agent has their own login then problem will remain as the agent is technically logged in and ready or NR.
Work around is set your inactivity logout on agents this will force a logout after certain time.
Where do you set the inactivity logout on agents? Thanks.
in ICM config manger/list tools/ desk settings.
Make sure you use this template for desired agents.
attached is a screen shot of Config manager.