So we're having issues with the agent software taking the focus of the screen. The agents are typing in another application and when a call comes in the agent software takes over and they can no longer type in the previous program. It appears as if setting the software to stealth resolves the issue, but then the work wrap-up does not appear to pop up at all. is there a way to get the best of both worlds?
1) the agent software does not take over the desktop
2) the wrap up data still does come up.
Bizzarre request, i know.
We have the best success with "Always Open" - it doesn't mess with the focus. "Normal" is totally abnormal, in my estimation.