On the Calls/Chats Queued and Connected Monitoring pages, you can end calls and chats by selecting the End Call/Chat option 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
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)
Go to call or chat row that you want to end and click the dots under the Actions column.
The Action menu options appear.
Click End Call/Chat.
A confirmation window displays.
Click Confirm.