Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
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Product Update 5/27 - After-Call Work Status - Now Available
In many call centers, there is a need to differentiate between the time an agent spends on post-call activities. For some type of voice queues, an agent will simply require a respite before taking the next call. For other types of voice queues, the agent will need to perform tasks related to the call.
Introducing, https://mycontactcenter.atlassian.net/wiki/spaces/TK/pages/1026424837 . With this feature from the Voice Queue Options, voice queues can be configured to more accurately track the time that an agent spends completing a call.
Highlights:
• When the After-Call Work (ACW) Status option is selected for a particular voice queue, the CCA automatically moves agents to Wrap-Up status immediately following the end of the call. The CCA then automatically moves the agents to ACW status immediately following completion of the wrap-up status time.
• Upon completion of the ACW status time, the CCA automatically moves agents to Available status.
• The Voice Queue Wrap-Up Timeout overrides the agent’s Wrap-up settings. If the ACW status is not configured for a voice queue, the agent-level wrap-up setting takes effect.
How do I get this feature?
• This feature is available for CCA versions 12.4.5 or above
• No intervention is required from a Service Provider.
Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)