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Ability to Eliminate Post-Processing Time

Agents can now eliminate post processing time and move on to the next interaction without loss of time. This is particularly useful in outbound campaigns when agents can move from an interaction to another efficiently. In queue settings, you can set the Post Processing Time out to 0 seconds. When an agent ends an interaction, the interaction terminates by skipping the post processing time.

To set up post processing timeout:

  1. Log in to Configuration Manager.
  2. Navigate to queues and select the queue you wish to edit.
  3. In Properties, select Post-processing time to 0 seconds.
  4. Save the settings.

Change in Agent’s Workflow

With this setting, agents notice the following behavior in Agent Console.

While processing a call routed through the queue whose post processing time is set to 0 seconds, click End Call to terminate the call.

Note: The call terminates eliminating the post processing time.

The next interaction waiting in the queue will be offered immediately.

 


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