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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