Wrap-up Status

Use this page to configure the behavior of after call work status for this workgroup.

Status

Select a status message from the list to assign to an agent (and display in the agent's My Status box) while the agent is in the After Call Work (ACW) time. The ACW time begins after an ACD call is terminated; this is when the optional DDE Disconnected Action begins. When the specified ACW period ends, the agent's status message is set to Available again. The selected status message should have the "Status is ACW (After Call Work)" attribute set on the Status Message Configuration page.

Note: If an agent is in an After Call Work (ACW) status at the time a Switchover occurs, the agent's status will not automatically be set to Available after the specified ACW period ends. The agent will need to manually change his status to Available. Supervisors should check for agents who have forgotten to do so after the Switchover event.

Time

Type the number of seconds to allow a CIC client user to finish any After Call Work (ACW) associated with the previous call before becoming available to receive a new call. For example, a value of 180 seconds allows call agents three minutes between the time they end a call and the time they appear on the available list for taking a new call. The maximum valid value is 7200 seconds.

If you specify no time, each Workgroup member is considered available to receive calls as soon as the current call is disconnected.

You cannot set a Wrap-Up Time until you select a compatible Status in Wrap-Up Status entry box.

Exempt held interactions

Click this box to allow agents who have ACD interactions on hold to receive new ACD interactions within the parameters listed below. The default CIC client behavior is for the agent with held interactions to be unavailable and for the agent with the highest computed score among those remaining in the workgroup to receive the next ACD interaction.

This feature does not apply to direct interactions that an agent puts on hold.

Max number of exempt interactions

Type the maximum number of interactions an agent in a given workgroup can have on hold and still receive another ACD interaction. The default is 1.

For example, if you set this parameter to 3, then a workgroup agent could have three interactions on hold and still receive an additional ACD interaction. An agent with four interactions on hold would not receive another interaction until the number of interactions on hold dropped to three or fewer.

Grace Period before new interaction

Type the period of pause in seconds before the workgroup agent receives the next interaction. The default is 10 seconds.

Agent score change amount

Type the value you want to add to the computed agent score for each interaction on hold. You might use this to ensure a more even distribution of interactions among the workgroup members. The default is -10.

For example, if Agent A has a score of 75 with one interaction on hold and Agent B has a score of 70 with no interactions on hold, applying the Agent Priority change would add -10 (for each held interaction, in this case one call) to Agent A's score, reducing it to 65. Agent B, with no held interactions and a score of 70, would then receive the next ACD interaction.

Direct calls

If Agent C, with a score of 80, receives a direct (non-ACD) call and puts the call on hold, the CIC client regards Agent C as unavailable while that direct call is connected because the Exempt held interactions feature is not applied to direct calls.