We are just starting to use Predictive mode for some agents and I was wondering about how to manage Auto answer:
The agents that will be getting calls via Predictive are also inbound agents.
We're planning to have them on Predictive during the morning and switch to inbound in the afternoon.
We would like to have auto answer active for the predictive calls but not for the inbound calls.
Is this possible without having to do major changes every time?
I currenlty have auto-answer configured using Agent Desk Settings; is there an advantage on doing it via CM?
We're running ICM 7.5.(9)