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New Member

Agent Work State After Calls

I am looking to configure our CRS system to put agents in Work state for a specified time and then automatically put them back into Ready.

The problem is that agents receive a call while wrapping up details on the previous one and let it roll over to the next agent. This puts the agent in "Not Ready", and he/she forgets to go back into Ready.

3 REPLIES
Bronze

Re: Agent Work State After Calls

Which version of CRS are you using? Pre 4.X versions don't have this feature. 4.X does have it, just enable automatic work and enter wrapup timer values either under CSQ or agent configuration.

Hope this helps,

Jim

New Member

Re: Agent Work State After Calls

Thanks for the quick response. We are running CRS 3.1(3). The only feature available is automatic work with no timeout values.

Bronze

Re: Agent Work State After Calls

Sorry then, unfortunately there's no good way of configuring a wrapup timer. :(

Jim

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