Timed ACW

[tone70]

Morning all, I've a question on the 'Maximum time agent in ACW before logout (sec)' entry on agentID form. I understand what it's suppose to do, but at the expiration the time period, does the agent get logged out and then returns to an available state, or stays logged out until they log back into the skill? I ask as I've never used it before and I'm being asked about it. Thanks In Advance.

Tony

 

[Anniebugg]

I always thought that it put the agent back into an available state in the "idle standing" where they should be based on the algorithms of ACD, but I could be wrong (it wouldn't be the first time). I also thought ACW time was set in the split/skill or hunt group - has Avaya changed it so ACW time can be changed on an individual agent ID? If so, that's pretty interesting because I would think that would make reporting more difficult, especialy if agents in the same split have different ACW time.

 

[tone70]

Here it is:

display agent-loginID 7xxx Page 1 of 2
AGENT LOGINID

Login ID: 7xxx AAS? n
Name: Vega, Vincent AUDIX? n
TN: 1 LWC Reception: spe
COR: 10 LWC Log External Calls? n
Coverage Path: 1 AUDIX Name for Messaging:
Security Code:
LoginID for ISDN/SIP Display? y
Password:
Password (enter again):
Auto Answer: station
MIA Across Skills: system
ACW Agent Considered Idle: system
Aux Work Reason Code Type: system
Logout Reason Code Type: system
Maximum time agent in ACW before logout (sec): system
Forced Agent Logout Time: :

WARNING: Agent must log in again before changes take effect

There's also a setting on the hunt/skill/split page as well