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Old 04-22-2021, 05:55 AM
mstasi mstasi is offline
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Join Date: Sep 2018
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Hi

I have the same issue with ACW.
I tested an option "Enter ACW using Not Ready without Reason Code" but without results.

I have configured "After call break" in Theshold Classed - it works from technical point of view (agent is prevented from new call afer adjusted time) but in haven't any information in AAAD (status is "Ready")

Is it any way to make it work similar to IPOCC? (Automatic Wrap-Up with information to Agent Desktop and possibility to reduce ACW time by clicking any button in AAAD?)
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