11-26-2008 12:12 PM - edited 03-14-2019 03:19 AM
Does anyone know if there is a way to set the threshold for a certain number of minutes for an agent in âtalkingâ state?
Thank much!
Susan
Solved! Go to Solution.
12-05-2008 11:33 AM
12-03-2008 07:09 AM
Yes you can set the threshold for a certain number of minutes for an agent in âtalkingâ state. A Supervisor can be set up a workflow threshold via Supervisor Desktop when call is between 0 and 2 minutes.
12-03-2008 09:07 AM
The supervisor sees this as a result of building the Supervisor Workflow - but not the agent. Not sure what the original poster was looking for.
Regards,
Geoff
12-03-2008 04:44 PM
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.
david
12-05-2008 11:26 AM
Thank you. How do I build the Supervisor Work Flow? Do I need to configure something else in ICM? (Sorry for not replying sooner, I had the flu)
12-05-2008 11:24 AM
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)
12-05-2008 11:33 AM
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