Can you set a delay between calls presented to an agent. 1

[fataldata]

Is there any setting that can delay, for 5 or 10 seconds, the presentation of an agents next call? Basically our call recording system is merging multiple calls on one recording. We are suspicious that this may be caused when an agent does not terminate a call with the "goodbye" button but instead just stays on the line and presses the ACD key to accept the next caller. So we would like to investigate whether a delay can be introduced between when the active call is terminated and the next queued call is presented to the available agent.

TIA

 

[effort1584]

Under Configuration, in Call Presentation set "Break" to 5 or 10 seconds in the presentation class used by one or more of your agents who are recorded. After each call the delay is applied before the next call is presented.

 

[fataldata]

Thank you have a star sir.