Hi, all!
Good day to you!
This post talks about the process of how to enter into agent adjust mode after the agent finishes a call. Please see more details below.
A customer deployed a high volume IPCC, agents are so busy that they do not have time to fill out the ACW (After Call Works) screen before a new call lands on their system. they hope the agent finish ACW then he can answer the call.
If the customer uses the OCX mode agent log in software, they can do like this:
Revise file in the path VX00R00XCXXSPCXXX_ClientOcx\ClientOcx\demo\SDK\scripts\config\agentconfig.js.
Set "AutoEnterIdle = 0" means enter into 'agent adjust mode' after the agent hangs off a call.
On was, configure the queue skill as below, which means only quit 'agent adjust mode' by manual.
Best wish!
