Re: Force Agent Active status
by mflorell » Mon May 29, 2017 7:07 am
There are several related settings, but nothing that will force an agent to active. The reason for this is you could have an agent log in to their screen and leave, then run for hours with agent there. What you are describing would allow the agent screen to run with no interaction from call to call. This is a bad idea.
Here are the related campaign settings that are available as of the current svn/trunk revision:
Dead Call Max Seconds -If this is set to greater than 0, after a customer hangs up and the agent has not clicked on the Hangup Customer button in this number of seconds, the call will automatically be hung up, the status below will be set and the agent will be paused. Default is 0 for disabled.
Dead Call Max Status -If Dead Call Max Seconds is enabled, this is the status set for the call when the agent dead call is not hung up past the number of seconds set above. Default is DCMX.
Dead Call to Dispo Only -If Dead Call Max Seconds is set greater than 0, this option can be enabled if you want to send the agent to the dispo screen after a dead call without automatically dispositioning it. Default is DISABLED.
Dispo Call Max Seconds -If this is set to greater than 0, and the agent has not selected a disposition status in this number of seconds, the call will automatically be set to the status below and the agent will be paused. Default is 0 for disabled.
Dispo Call Max Status -If Dispo Call Max Seconds is enabled, this is the status set for the call when the agent has not selected a status past the number of seconds set above. Default is DISMX.
Agent Pause Max Seconds -If this is set to greater than 0, and the agent has not gone out of PAUSED status in this number of seconds, the agent will automatically be logged out of the agent screen. Default is 0 for disabled.
Agent Ready Max Seconds Logout -If this is set to greater than 0, and the agent has not gone out of READY or CLOSER status in this number of seconds, the agent will automatically be logged out of the agent screen. Default is 0 for disabled.
Here are the related campaign settings that are available as of the current svn/trunk revision:
Dead Call Max Seconds -If this is set to greater than 0, after a customer hangs up and the agent has not clicked on the Hangup Customer button in this number of seconds, the call will automatically be hung up, the status below will be set and the agent will be paused. Default is 0 for disabled.
Dead Call Max Status -If Dead Call Max Seconds is enabled, this is the status set for the call when the agent dead call is not hung up past the number of seconds set above. Default is DCMX.
Dead Call to Dispo Only -If Dead Call Max Seconds is set greater than 0, this option can be enabled if you want to send the agent to the dispo screen after a dead call without automatically dispositioning it. Default is DISABLED.
Dispo Call Max Seconds -If this is set to greater than 0, and the agent has not selected a disposition status in this number of seconds, the call will automatically be set to the status below and the agent will be paused. Default is 0 for disabled.
Dispo Call Max Status -If Dispo Call Max Seconds is enabled, this is the status set for the call when the agent has not selected a status past the number of seconds set above. Default is DISMX.
Agent Pause Max Seconds -If this is set to greater than 0, and the agent has not gone out of PAUSED status in this number of seconds, the agent will automatically be logged out of the agent screen. Default is 0 for disabled.
Agent Ready Max Seconds Logout -If this is set to greater than 0, and the agent has not gone out of READY or CLOSER status in this number of seconds, the agent will automatically be logged out of the agent screen. Default is 0 for disabled.
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