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Old 08-22-2014, 11:54 AM
jslabot jslabot is offline
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Default AACC After Call Break

AACC 6.3 SP10/CS1000 AML/1140E end points

We have a business unit that would like to configure agents to use the After Call, Break for N Seconds function in the Call Presentation Class. However, they would like the agents to be able to end the break early if they don't need the full allotted time to complete their call documentation.

The only way I've found to do it is to go Not Ready and then back to Ready. This approach doesn't work for the business unit because it screws up their adherence reporting.

Is there another way for the agent to manually end the forced break and become available?
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Old 08-22-2014, 11:48 PM
lsngta lsngta is offline
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Just a thought....If the agents are instructed to login in "manual-in" mode ,the system puts them into "aftercallwork" automatically.If at all the agent finishes the acw sooner than expected they can press the manual-in button on their phones and they gonna be back available for acd calls.
on the other hand if the agent logins in "auto-in" mode,they will never go to acw mode unless they press the acw button after the acd call or needs programming done in the CM to fix certain acw time for their agents to make the acw appear automatically( after finishing an acd call in auto-in mode)
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Old 08-25-2014, 10:09 AM
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marzahn marzahn is offline
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Solution Delivered

After call work time is set in Skill (hunt group) configuration on tab 2. I set ours to anywhere between 45 to 180 seconds depending on the manager's order.

An agent can select after call work during the which allows the agent to determine his or her time out. However they have to press "auto-in" to recieve calls again.
Thank you,
Bill Marzahn
Telecommunications Administrator
Neighborhood Health Plan of Rhode Island
299 Promenade Street
Providence, RI 02908-5720
401-459-6677 (Direct "Find-me" Line)
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