Logged Off

Author: CCa2z

Date: 19th October 2009

This refers to either a situation where the agent is absent or in work but logged-off the telephone system.

Whilst agents are in work it is good practice for them to be logged-into the system, where the ACD can allocate a number of different work activity modes.

In some ACDs this is not good practice as there are insufficient work activity modes to satisfactorily identify all activities. Hence agents will create a not-ready bucket made up of work and non-work.  Here they maybe combining after-call work with say, breaks, as there is only a not-ready function to identify activity.


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