Add a pop-up notification that will be triggered when user is on a locked status and trying to open or start a productive task/ticket. A notification like “You're trying to open/start a ticket while on a locked state. Do you intend to start productivity?” with option to “Stay” or “Start Ticketing”. The pop-up notification will also prevent agents to open tickets in ZD until they switch their task manually or select from the popup option.
The Task Lock feature is good. However, most of the time some users forgot to unlock their status before starting productivity which compromise the credibility of productive data being recorded. This also adds an unnecessary task for WFM team and managers to make some time adjustments on the Agent Activity upon request which again compromises the credibility of data.
By adding a popup notification, it will eliminate the need of Agent Activity time adjustments because agents can no longer use the “I forgot to switch status” and it will also keep the data credibility of productivity time recording.
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