ACW - 1

[NatThomas]

Hi,

I have set up Timed ACW on a group of agents phones. I have set them up with Auto-in turrets and changed the Timed ACW field on the Hunt group to 45 secs.
Once the agent takes a call and goes into ACW the phone kicks them out of ACW after 45 secs and this works fine.
However when they press ACW themselves they do not get kicked out after 45secs. Im assuming this is becuase the Timed ACW is against the hunt group and therefor the agent hasnt taken a call off a hunt group so it wont work.

Is there though a way we can get them kicked out of ACW after a Timed interval when they press ACW themselves. Or is this a system wide parameter.

If anyone can clear this up for me would be very cool.

Thanks in advance,

Natalie

 

[nohuhu]

NatThomas,

the timed acw feature is not designed to prevent agents' cheating. the system assumes that if an agent puts himself into acw state manually, he knows what he's doing, and doesn't apply timed acw. in this case, agent should make himself available manually, after completing after call work. thus, tracking agents' behaviour is not a system's responsibility but supervisors'.
though if you're running cm3 with cc3 you can use acw forced logout feature. this way you can set up a maximum time an agent could spend in acw state, and when this time exceeded, system will kick him out. i agree with avaya that this is much better than putting agent back into service when the probability of "no one here" situation is very high. it's better to logout him and put a big red warning on the supervisor's desktop than make him available and lose a call.

 

[NatThomas]

Thanks for this. We run CM2 here unfortunately.
I think this will be fine for them though. At least i can be clear with the info I give the supervisors.

Thanks again for your advice.

Natalie