Available

Author: CCa2z

Date: 16th September 2009

Available is an ACD work mode, whereby an agent is in a state where they are available to receive an inbound call.

The ACD can automatically put an agent into available after a call is ended.  If the agent is in wrap, they would manually put themselves back into available.

Auto-available is better that auto-wrap after a call is ended as an agent may needlessly be sitting in wap when not required.

The objective should always be to maximise availability which is a key enabler to achieve service level.


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