Why are Contact Center Agents still receiving calls after logging out?
- Agent Workspace
- DAR (Direct Agent Routing)
- Agent DID Script
This occurs when the logged off option is checked in the Agent DID Script within Configuration Manager for Contact Center. If you do not want agents to receive calls after logged out, uncheck the option.
Note: This can also occur if the options Busy, On break and Working offline are checked as seen below. It is best practice to set these options that best fits your business profile and customer experience.
The above screenshot shows the default 8x8 Agent DID Script. If there are customized Agent DID scripts for different scenarios, each will need to be checked and validated as needed.