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The call center agent status was not automatically changed after the wrap-up period; the agent was expected to manually change their status. In some cases, agents would forget to change their status, leading to missed calls.
Walkthrough - video
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Walkthrough - screenshots
1. Log into your client admin portal.
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2. Click Configuration , then > General > Agents. Select the agent for whom to enable this feature.
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3. You'll find this feature near the bottom of the General Information tab.
Demonstration in Desktop CCA (video)
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