The tab Thresholds (Status Timeouts) displays the status timeout values for the following Call Center Agent (CCA) statuses: Not Ready, On-Call, Wrap-up, On-Break, and Other.
The following fields are displayed on the Thresholds tab:
Force to Available after timeout condition when in Not Ready, or Wrap-up – Place a checkmark here to force the CCA to automatically change the agent's status to Available when the threshold is reached for Not Ready or Wrap-Up.
If you have configured After-Call Work Status for voice queues, the Wrap-up Timeout set up for the voice queue overrides the agent's Wrap-up setting. For more information on configuring the After-Call Work Status for voice queues, see After-Work Call Status. |
Note: These settings can be edited from the Configuration > Agents page.