Agents that remain in a certain state* longer than the configurable limit can be automatically logged out of SC ACD.
*These instructions do not include modifications to Break or Offline statuses. Those are configurable separately and discussed in section 3 of this article.
- Configuring the Pause Codes
- Auto-Logout Exceptions
- System Status Adjustments
- Identify Supervisor Message Recipients
1. Configuring the Pause Codes
Agent Status Pause Codes are defined in SC ACD for each cluster. In order to enable the auto-logoff feature, the selected pause codes must be edited individually.
For more information on creating pause codes, click here.
To access the pause codes:
- Click Administrator in the left-hand navigation bar to expand the options
- Click Agent Status Pause Codes
- Click the # of the pause code you wish to edit
- Modify the following fields
- Warning Seconds: the number of seconds after the agent enters the selected state that the agent (and supervisor if allowed) will receive a "Keep Moving" warning
- Warning - Supervisor Notification: [defaults to No] If Yes, will also send a warning message to the supervisor in addition to the agent
- Auto Log Off Seconds: the number of seconds after the agent enters the selected state that the agent will be logged off of SC ACD
- Warning Seconds: the number of seconds after the agent enters the selected state that the agent (and supervisor if allowed) will receive a "Keep Moving" warning
What about when agents are on a call or in a chat?
Agents that are in any busy status will not be logged off. They will only be subjected to auto-logoffs once they change to a non-busy (break or offline) status.
Busy statuses include:
- Manual Dial
- Connecting
- In Chat
- Chat [External]
- In Call
2. Auto-Logout Exceptions
Auto-Logout exceptions are not required, but highly suggested. The most common use case would be the Supervisors group, which can/should remain logged in for extended periods of time, given that they will not always be in an active status.
To create an exception:
- Create the ACE
- Click Administrator / Access Control Entries
- Click New Entry
- Click Administrator / Access Control Entries
Always double check before creating a new entry!
Search the existing ACEs to make sure nothing similar already exists.
- On the Entry Details tab:
- Description: Agent Auto Signout Overrride
- Type: Permission
- Option: noautosignout
- Ordinal Position [leave blank]
- Suspended: No
- Click Update to save the ACE
- Create the ACL
- Click Administrator/ Access Control List
- Click New List
- Set the following List details (the other options are not related)
- Access Control Entry: select the ACE that you created in the previous step
- Group Subject: select Supervisors (or any group you wish to exclude)
- Click Update to save the ACL
- Click Administrator/ Access Control List
3. System Status Adjustments
Certain agent states can not be configured for auto-logoff using the above method, but can be set by a configuration change on the backend.
- Offline
- Break (agent does not select a pause code, only clicks Break)
- To make changes to these settings, a request must be made to Prod Support for a change to the SC ACD database.
In Disposition (Wrapping Up):
An exception to the above system states, along with the pause codes, is the In-Dispo status that and agent will enter into after a call. This is configured as part of the campaign setup.
In Programs\ Campaign:
- Dispositioning tab
- Disposition Warning Threshold: similar to "Warning Seconds"
- Maximum Disposition Threshold: similar to "Auto Log Off Seconds"
- Maximum Disposition Code: for reporting in SC Analytics
4. Identify Supervisor Message Recipients
Any time an agent logs on or off (manually or automatically), their supervisor receives a pop-up message. In addition to that, any time an agent receives an auto-logoff warning, a SC ACD pop-up message will be sent to them and to their supervisor (if allowed, see section 1). This could create a lot of incoming messages for supervisors so to cut down on the number of pop-ups, the messages are sent only to supervisors who are part of the Supervisor Message Bubbles group. Add/Remove this group to/from selected supervisors in Agent Management.
*This step is optional. All auto-logoff warnings are still sent to the agent.
If this group does not exist, it can be created in Administrator / User Groups with the following settings:
Comments
1 comment
Valentino Shoes Sale
Nike Trainers
Ugg Shoes
Adidas Ultra Boost UK
Nike Shoes
Kate Spade Outlet
Skechers Go Walk
Pandora Jewelry
Timberland Shoes
Birkenstock Sandals
North Face Coats
Jordan Retro 11
Pandora Charms
Nike Shoes
Nike Air Max
Uggs On Sale
Skechers Go Walk
Vans Shoes
Birkenstock
Balenciagas
Brooks Shoes
Brooks Sneakers
Burberry Handbags
Longchamp Tote
Uggs On Sale
North Face
Moncler
Off White Canada
Skechers Sandals
Yeezy Shoes
Golden Goose Sale
Fjallraven Sale
Supreme Clothing
Jordan Retro 11
Hydro Flask UK
Yeezy
Mizuno Sneakers
Pandora Charms
Saucony Sneakers
Mont Blanc Pens
Karen Millen Sale
Under Armour
Coach Bags
Saint Laurent Handbags
Golden Goose Shoes
Moncler Outlet
Valentino Sandals
Hydro Flask 32 OZ
Golden Goose Canada
Giuseppe Zanotti
Timberland UK
Champion Sweatshirt
Valentino Shoes
Off White
Hydro Flask Lids
Skechers Go Walk
Yeezy
Goyard Belt
Calvin Klein Underwear
Moncler
Off White Belt
Prada Handbags
Hydro Flask Stickers
Supreme Hoodie
The North Face
Fjallraven Kanken
Michael Kors Outlet
Fjallraven UK
Bottega Veneta
Asics Running Shoes
Ralph Lauren Dresses
Ugg Slippers
North Face Jacket
Yeezy V3
Hydro Flask
Under Armour Tracksuit
Ugg Slippers
Birkenstock
Ralph Lauren
MCM Purse
Fjallraven Kanken Backpack
Fitflop Sandals
Saucony Shoes
Fila Sneakers
Moncler Outlet
Supreme Shirt
Nike Shoes
Balenciaga
Hydro Flask Lids
Birkenstock UK
Timberland
Pandora Earrings
Off White Shoes
North Face Outlet
North Face Backpack
Please sign in to leave a comment.