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ACW for each agents

ACW for each agents

ACW for each agents

(OP)
Hello, is there any way I can assign different ACW timers for each agents? I know we can setup automatic ACW in the skill level but do you know any means of doing it in a per-agent basis?

RE: ACW for each agents

I believe that is setup on the skill, any reason why they want it per Agent?

RE: ACW for each agents

(OP)
They want to have different ACW timers for newly hired agents compared to the usual timer for tenured ones. Configuration is only on the skills page right?

RE: ACW for each agents

Create a separate skill for them. You need to be able to create reports as well.

Freelance Certified Avaya Aura Engineer

RE: ACW for each agents

(OP)
That was the initial proposal I pitched but they want to only have a single skill with different ACW timers :) thanks!

RE: ACW for each agents

Create a VDN for each ACW and route to the same Skill, Use the ACW of the VDN, not from the Skill. You will give them what you want, but they won’t be happy, lol.

Freelance Certified Avaya Aura Engineer

RE: ACW for each agents

(OP)
I see what you're planning. :D but that also mean getting the TFN route to two separate VDNs

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