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New Member

uccx,agents recieves call immediately

Hi All ,

My problem is ;

This contact center very busy and some times there is alot of waiting calls in the queue.  when agents recieve call and  that time caller ends conversation. ,

another waiting call comes to  agent  immediately .  I  have already configured agent state to not ready  and  ı have no problem  normal lenght calls

just the case caller ends call imeediately (1-2 seconds)

Is there anybody who faced to this problem ?

regards

1 REPLY
New Member

uccx,agents recieves call immediately

Hi Hasan,

If you want to make the calls be delivered after a delay from the previous call you would need to enable the wrapup option. You can mention a specific time say 10 or 15 seconds. So the call will not reach the agent extension immediately. Once the agent finishes the call the agent will go to the wrap up mode instead of Ready mode. The next call will arrive to the agent only when he is moved from Wrapup to ready state. The movement of agent from Wrapup to Ready state is auto. If the agent would like to go for a break or logout you can make the agent to the not ready state when he/she is in the wrapup state

Hope this would help you

Thanks,

Dass

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