The Automatic Ready Feature in Nixxis Contact Suite

Operational Parameters - Auto Ready Settings

Introduction

The Auto Ready setting allows an agent to be returned to the “Ready” status after their wrap-up time (data entry time), instead of remaining in “Not Ready” (default behaviour).

This setting can be configured at several levels:
  1. Global settings
  2. Activities
  3. Teams
  4. Qualifications
  5. Users
Auto Ready is enabled as soon as it is enforced at any of these levels.

 

Script Closure and Automatic Ready State

An agent can automatically switch to “Ready” as soon as the script is closed.

The script closure can be:

  1. Manual (performed by the agent)
  2. Automatic (triggered by wrap-up settings)

Use Cases

Example 1: Script Closure with Mandatory Qualification

In this example, the global settings only enforce script closure. The Automatic Ready settings specify that the agent must become available once the script is closed.
  1. First call: The agent cannot close the script until a qualification has been assigned. Once the qualification is entered, the script closes and the agent switches to Ready.
  2. Second call: The agent selects a qualification before the authorised wrap-up time expires. The script then closes automatically and the agent becomes Ready.
📌 If an alert is enabled, it will only be sent during the first call, when the authorised wrap-up time is exceeded.
 
 
 

Example 2: Forced Ready Status and Concurrent Handling

 If the global settings enforce that the agent is forced into Ready status and the system allows multiple simultaneous contacts, the diagram below illustrates this behaviour.

Once the wrap-up time has elapsed, the agent automatically switches to Ready and can handle a new contact.