Placing employees in Busy - Ignite (WEB)

Note:

Employees in Work Timer can apply Busy/Make Busy or DND, but will remain in a Work Timer state until the Work Timer expires or is cancelled. If Classification Codes are required for the queue and the Work Timer expires without a Classification Code being entered, a Non-Compliant Classification Code will be applied to the call..

Placing an employee into Busy places them in Busy across all media types for which they answer interactions. While in Busy, they can receive transferred multimedia interactions, however, inbound multimedia interactions will not be routed to them. They can also receive Non ACD voice interactions and pick interactions waiting in queue.

The following procedure takes place in either an Agent State or Employee State monitor in Ignite (WEB).

To place an employee in Busy
  1. In the monitor, select the employee you want to place in Busy.
  2. Click State > Busy….
  3. Choose a Busy code.
Parent topic: Employee and Agent control
↑