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New Member

Agent desktop timer between not ready - ready state

Hi,

Is there a setting for specifying the time is required for the agent state to change from not-ready to ready? I need this because we have a Call Center with only a few people and we want to introduce some delay between the time an agent goes from not ready to ready.

./G

  • Contact Center
3 REPLIES

Re: Agent desktop timer between not ready - ready state

There is no timer for going from not-ready to ready. You could time the agent to go to wrapup state after a call and then go to ready state. Anywayz, it is not a good idea to time going from not-ready to ready. if the agent is not at the desk, the timer will kick in making the agent ready and the calls will RONA.

New Member

Re: Agent desktop timer between not ready - ready state

What is RONA?

Re: Agent desktop timer between not ready - ready state

RONA is Redirect on No Answer (Reroute on No Answer), ring no answer.

Basically in callcenters, RONA timer is set to number of seconds that a queued call can ring at a particular agent. If the agent does not answer the call within the RONA timer of XX seconds, then the call will be pulled back to the queue and can be sent to the next available agent or can be processed in some other manner

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