Agent Work State After Calls

Unanswered Question
Apr 25th, 2007

I am looking to configure our CRS system to put agents in Work state for a specified time and then automatically put them back into Ready.

The problem is that agents receive a call while wrapping up details on the previous one and let it roll over to the next agent. This puts the agent in "Not Ready", and he/she forgets to go back into Ready.

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astinus Wed, 04/25/2007 - 10:32

Which version of CRS are you using? Pre 4.X versions don't have this feature. 4.X does have it, just enable automatic work and enter wrapup timer values either under CSQ or agent configuration.

Hope this helps,

Jim

brianrs78 Wed, 04/25/2007 - 10:38

Thanks for the quick response. We are running CRS 3.1(3). The only feature available is automatic work with no timeout values.

astinus Wed, 04/25/2007 - 10:42

Sorry then, unfortunately there's no good way of configuring a wrapup timer. :(

Jim

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