3/30/2023 0 Comments Idle timerIn addition, if an agent has multiple active calls, all calls must be completed and dispositioned before idle times begin to accrue. If call waiting is enabled while the idle timer is set to global, agents that seem to be at the bottom of queues could receive call waiting calls, simply because of their position in a different queue. This is the recommended option for organizations with Call Waiting enabled. Note: Optionally, this profile can also be configured to pause idle time accrual, rather than continue accruing, when an agent receives an incoming call. The result is that an agent will move down to the bottom of this single queue while still maintaining their availability in other queues even while they are on the call. Once an agent accepts an inbound call from a queue, idle time in their other queues will continue to accrue. Rather than resetting idle time for e ach queue that an agent is participating in, this profile will reset accrued idle time only for the queue from which the specific call was delivered. Once the inbound call has completed wrap-up by saving a disposition for the call, idle time will begin to accrue again. Accrued idle time for each queue that an agent is participating in will be reset. Only receiving an inbound call will will reset the agent's idle time to 0. For an in-depth discussion of what changes to expect, your Customer Success Manager can give you the details. It's important to understand the general idle time behavior as outlined above that applies to all profiles so that users and managers will be prepared for the difference. This profile is the closest to the original, default inbound idle behavior, but under the old system virtually every action reset a user's idle timer. Once the call has completed wrap-up by saving a disposition for the call, idle time will begin to accrue again. Global Idle Timerīoth receiving an inbound call and making an outbound call will reset the agent's accrued idle time to 0. Idle Timer Profiles adjust the way that idle time is influence by the idle timer triggers based on your organizations preference. Idle time only starts accruing after Inbound Ready is enabled again.
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