One segment of our call center handles technical support calls that can range from 3 minutes to several hours. I would like to implement a notification that would remind the agent that they have been on the call for a long period of time and need to either escalate the issue or take another action. One idea that my staff had was to have an audible tone or visible alert on the desktop that would alert them after a set period of time (20 minutes).
Has anyone ever heard of this type of alert or know of a potential solution?
