Contact Centers, CRM Customer Engagement

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  • 1.  Walkaway time

    Posted 03-14-2019 03:08 PM

    AACC 6.4
    Agent Login/Logout report is showing Walkaway Time for agents without headsets.

    I want to make sure I'm reading this right:
    WalkawayTime
    Description: The total time an agent is in the Walkaway state.
    Triggers: Avaya Communication Server 1000
    PABX: Walkaway time begins when:
    • an agent places a Contact Center Manager call (ACD, NACD, or DN) on Hold, and
    disconnects or unplugs the headset
    • an agent in Not Ready state places a DN call on hold
    Walkaway time ends when the agent takes the phone off hook or plugs in the headset.

    If the agent doesn't have a headset, does putting a DN call on hold while Not Ready trigger this?
    What about regular skillset calls to InCalls key?

    Thanks,

    Al



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    Al Feinberg
    Sr. Telecommunications Analyst
    Hershey Entertainment & Resorts
    Hershey PA
    717-5081598
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