Operational Parameters - Auto Ready Settings

Introduction

Auto ready relates to setting an agent in ready after its wrap-up time instead of leaving it in not ready (default).  

This can be set at the level of global settings, activities, teams, qualifications and agents. Auto ready is active if at least one object on the object chain specifies it. 

 

 

Auto ready is applied when the script is closed; this includes the agent closing the script manually or an action triggered by the “Wrap-up settings”. By default, the agent moves from not ready to ready instantly after the script closes. A delay can be specified to allow small breaks for agents between interactions. This delay is specified in the global settings and altered by activities, teams, qualifications and agents, in the same way as for “Wrap-up time”. 

Use case 

In this example, we assume the setting in the global settings only requests closing the script. Auto ready settings request agent’s status be set to ready when the script closes. The activity handling the calls requests mandatory qualifications. The diagram shows two calls. We can see that the script cannot be closed during the first one because the agent did not select any qualification yet. As soon as the qualification is given, the script is closed and therefore, the agent’s status is set to ready. During the second call, the qualification has been specified before the end of the allowed wrap-up duration, causing the script to be closed (and the agent’s status be set to ready) at the expected time.  
 

 

 
 

 

If alert options had been selected, they would have been sent only for the first call, at the end of the allowed wrap-up time, marked by a (*) on the diagram.  

In that same example, if the global settings would have requested to force the agent’s status to ready and if the system settings would have allowed the agent to handle multiple contacts simultaneously, the diagram would have been as below:  

 

 

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