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  • 1.  End Interactions Automatically when Agents Logoff

    Posted 04-17-2024 15:32

    We are planning to start leveraging the "End Interactions Automatically when Agents Logoff" feature in the System Settings.  I'm wondering if anyone has identified new issues arising from this feature setting which may be caused by network connectivity issues.  We have a large portion of our agent base who are either remote from our offices here in the US, in addition to a significant workforce who are off shore.  My concern is if agents experience temporary network disconnects will this impact their existing interactions and end the interactions?

    Let me know your thoughts.


    Mark Pierson
    Ally Financial

  • 2.  RE: End Interactions Automatically when Agents Logoff

    Posted 04-22-2024 20:28

    Set your ACW to have a timeout as well.  Ending does not necessarily chose a wrap-up code and hit done.  Other than that, I have not heard of any other issues.  

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

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