Ending a Call or Chat

On the Calls/Chats Queuedand ConnectedMonitoring pages, you can end calls and chats by selecting the End Call/Chatoption from the Actions column.

This is useful for clearing a stuck call or chat. The following are examples of best practices:

• View the call or chat details before ending.

• End the call or chat if it exceeds a company defined queue wait time threshold. For example, anything over 5+ hours is defined as a stuck call or chat and can be ended.

Permission to end Call or Chat

The following permission is required. It is included by default for Admin and Managers ( restricted to assigned teams only ) and can be added to any custom role.

• Monitor-Chats-Edit permission.

Ending a Call or Chat

1. Go to the Monitoring Page. Available Monitoring Pages to end a Call or Chat:

   Call Monitoring Page ( Calls > Connected, Calls > Queued)

   Chat Monitoring Page ( Chats > Connected, Chat > Queued)

2. Go to call or chat row that you want to end and click the dots under the Actions column.

   

   The Action menu options appear.

3. Click End Call/Chat.

   A confirmation window displays.

4. Click Confirm.