Karen Provost

The previous carrier we had used different "modes".  There was break, lunch, meeting, training, forced released, and we created one called AWF (away with focus).  Most of these are self explanatory as to when they would be used.  Forced Release is the mode the agent would automatically be flipped to if they missed a call or CHAT and we determined the length of time or rings that we wanted this to happen in.  If in this mode it would prevent them from receiving any more calls or CHATS until they manually put themselves back. Which also did not allow calls to bounce. We used AWF when an agent was pulled out the phones to work something that needed focus. 

With the only options of "online" or "offline" it is challenging for us to understand what the agent is doing. More importantly, not having the automatic "Forced Release" of some sort when a call is missed does not allow for good facing experience nor does it provide valid data for reports if an agent forgets to logout.

Having this functionality is very much needed.