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  • 1.  End Interactions Automatically when Agents Logoff

    Posted 04-17-2024 15:32
    No replies, thread closed.

    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.


    #PlatformAdministration

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    Mark Pierson
    Ally Financial
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  • 2.  RE: End Interactions Automatically when Agents Logoff
    Best Answer

    Posted 04-22-2024 20:28
    No replies, thread closed.

    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.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: End Interactions Automatically when Agents Logoff

    Posted 07-02-2024 17:19
    No replies, thread closed.

    Robert,

    Interesting, so what happens to Interactions that are ended without an ACW timer to "wrap-up and hit done"? I kinda thought that was the purpose of this setting!

    Additionally, can anyone confirm (preferably by reference to documentation) that enabling this will have no affect on Interactions / Agents not in an ACW state? For example, Agent A gets a call, transfers it to Agent B, doesn't wrap up and logs out. We would want the ACW for Agent A to end, but Agent B's involvement to be unaffected. (I hope that makes sense!)



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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    Original Message


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