ACD Options

Use this page to configure ACD options at the CIC system configuration level.

Reset Available Time on ACD Available state change  

Enable this check box to reset agents' time when they change their status from a non-ACD Available state to an ACD Available state. By default this option is disabled.

Reset Available Time on Logon

Enable this check box to reset agents' time when they log in to a CIC client. By default this option is disabled.

Maintain ACD Skills on transfer

Enable this check box to maintain ACD skills and categories when a call is transferred to a different workgroup or user. By default this option is disabled.