Thresholds (Status Timeouts)

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:

• Status timeouts – Define thresholds or what is considered an acceptable amount of time for an agent to remain in each status. When a timeout threshold is reached, the time in the agent's CCA will turn red as a visual alert. The agent's name will also turn red on the Monitoring screen of the admin portal. Times are in the 24-hour format (hh:mm:ss). See the screenshot on the next page.
• Not Ready – This occurs either when the CCA is launched or a dial-out is canceled.
• Wrap-up – This occurs after completing a call, email, or chat.
• Other – This occurs when an agent selects a custom activity from the status list CCA Other.
• On-Call – This occurs when an agent is on an inbound or outbound call.
• On-Break – Occurs when an agent selects the Busy – On Break status.

• 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.

  FMI

  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.