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SUPERVISORY
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If administered, the Auto ACW feature begins working after an agent receives
his or her first call. Upon completion of the call, the agent is placed into ACW
for the administered time and then returned to the available state
automatically. An agent receiving a call from a line group with automatic
ACW does not have to touch the ACW button to announce unavailability
upon completion of a call. The agent has a set period of time that was
administered for the agent’s
with the previous CMS call.
line group for finishing paperwork connected
The supervisor can log an agent in or out from the CMS PC. The agent’s
voice terminal lights will reflect the work status {either logged out, available,
or ACW) set at the PC from the Split Status screen.
If, at any time, the supervisor has determined that the agent has been in one
status for too long a period, the supervisor can change that status without the
agent having to press any buttons on the voice terminal.
The agent’s work status under the “Status” column will change to reflect the
status entered.
Error messages are displayed if incorrect or incomplete information was
entered at the prompt. If agent is currently on a call, the new status takes
effect as soon as the call is completed.
Announcing Availability for CMS Calls
6-13