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Force Logout Agent

Enables a contact center supervisor to forcibly logout any agent, regardless of the agent’s current state, be it Ready, Not Ready, in a conversation, Consult, Conference, or Handling Multiple Conversations.
This is available for supervisors on the Available Agents Detail Dashboard.

Here are the details of the impact on agents and ongoing conversations in each state.

Agent MRD States

Conversation states

Result

Ready

-

  • The agent will be logged out of the CX with reason code “FORCED_LOGOUT_BY_SUPERVISOR“.

Not_Ready

-

  • The agent will be logged out of the CX with reason code “FORCED_LOGOUT_BY_SUPERVISOR“.

Active/Busy/Pending_Not_Ready

Normal Chat
Participants:

  1. Customer

  2. Agent-A

  • All of his chats will be re-routed to the same queue with the Highest Priority (11).

  • Agent-A will be logged out of the CX with reason code “FORCED_LOGOUT_BY_SUPERVISOR“.

Active/Busy/Pending_Not_Ready/Reserved

Consult

Participants:

  1. Customer

  2. Agent-A (Primary),

  3. Agent-B (Secondary)

Logout Request for Agent-A:

  • Agent-A will be logged out of the CX with reason code “FORCED_LOGOUT_BY_SUPERVISOR“.

  • The system will automatically remove Agent-B from the conversation and reroute it to the same queue with the Highest Priority (11).

Logout Request for Agent-B:

  • Agent-B will be logged out of the CX with reason code “FORCED_LOGOUT_BY_SUPERVISOR“.

  • Agent-A will get a notification that “Agent-B left the conversation”. NO IMPACT ON THE CURRENT CONVERSATION

Active/Busy/Pending_Not_Ready/Reserved

Conference

Participants:

  1. Customer

  2. Agent-A (Primary)

  3. Agent-B (Primary)

  • Any of the agents whom the supervisor has sent the logout request will be logged out of the CX with reason code “FORCED_LOGOUT_BY_SUPERVISOR”.

  • The other agent will get a notification that the respective agent has left the conversation. NO IMPACT ON THE CURRENT CONVERSATION

Active/Busy/Pending_Not_Ready/Reserved

Conference

Participants:

  1. Customer

  2. Agent-A

  3. Supervisor-X

Logout request for Agent-A has been received and:
Supervisor X is in Silent-Monitoring Mode:

  • Agent-A will be logged out of the CX with reason code “FORCED_LOGOUT_BY_SUPERVISOR“.

  • Supervisor X will be removed from the conversation.

  • The conversation will be re-routed to the same queue with the Highest Priority (11).

Supervisor X is in Whisper Mode:

  • Agent-A will be logged out of the CX with reason code “FORCED_LOGOUT_BY_SUPERVISOR“.

  • Supervisor X will be removed from the conversation.

  • The conversation will be re-routed to the same queue with the Highest Priority (11).

Supervisor X is in Barge-in Mode:

  • Agent-A will be logged out of the CX with reason code “FORCED_LOGOUT_BY_SUPERVISOR“.

  • The conversation will now be handled by Supervisor-X.