Yes you can set the threshold for a certain number of minutes for an agent in “talking†state. A Supervisor can be set up a workflow threshold via Supervisor Desktop when call is between 0 and 2 minutes.
There is no alarm presented to the agent if they exceed some number. The supervisor can set up a visual queue when an agent is talking more than x minutes. The agent can see their time in state on CAD though and with training they can use that to ensure that they limit their talk time.
Thank you. I did see Supervisor Work Flow under Actions in Supervisor Desktop but it did nothing when selected. Do I need to configure something else in ICM? (Sorry for not replying sooner, I had the flu)
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