We have a 24/7 contact centre in which a lot of the overnight work doesn’t go through Liberty, but police airwaves and other applications, our internal calls all happen through MS teams, as does our dialling out.
We’re finding that the system is logging out agents during this overnight period, leaving the contact centre unstaffed, and due to it being quiet and many programs running over the top, this can go unnoticed for a few hours.
I tried to get round this by setting up an alert that sent an email to the supervisor when the contact centre ‘logged in’ agents were ‘0’, however it started to email us whenever agents used MS teams either incoming or outgoing.
Can anyone suggest why it’s counting the ‘busy’ agents as logged out (i specifically selected ‘logged in’ as criteria and not ‘available’ to combat this.
Or can anyone suggest any other way of creating an alert to an email address or phone, or a noise, or some other clear alert when all agents have been logged out, not just busy.