Required security profile permissions: Skills Edit
Post Contact Setup
- Automatic Wrap-up
- Places the agent in an after contact work state for a certain amount of time after finishing a conversation with a contact. You can set up this time for agents to have a short break between calls, to write notes about the contact, or do other things.
- Disposition
- Places the agent in an after contact work state after finishing a conversation with a contact to apply a dispositionResult that the agent or system assigns to the contact when the interaction ends. to the exchange and input any required information based on the disposition, such as a callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. time or a commitment amount.
- None
- When agents finish conversing with a contact, no after contact work occurs. The agent immediately becomes available to take more contacts.
Disposition
- Disposition Set in Script
- Indicates that a script attached to this PC skill automatically dispositions the call. When you select Disposition Set in Script, only the State and Agent Rest Time fields are available.
- Agent Rest Time
- Available only when Disposition Set in Script is Selected, specifies the number of seconds, if any, the agent is allowed to rest after each call before dialing resumes and the agent must take another call.
- Required
- Specifies that no time limit exists for an agent to select a dispositionResult that the agent or system assigns to the contact when the interaction ends. after handling a contact. Selecting Required disables Max Time Limit and Timeout State.
- State
- The unavailable state applied to the agent during after call workAfter Call (or Contact) Work; state that allows an agent to complete work requirements after finishing an interaction..
- Timeout State
- Available only when you select Disposition for a Personal Connection skill and do not select Required. It specifies the unavailable state the agent enters when the Max Time Limit is met without the agent having completed the ACW.
- Max Time Limit
- Available only when you do not select Required. The maximum number of seconds that the agent can spend in the after contact work state before the contact is automatically dispositioned to No Disposition and the record finalized. The agent state changes to the Timeout State.
- Select dispositions to use with this skill
- A table of dispositionsResult that the agent or system assigns to the contact when the interaction ends. that you can make available for agents with this skill to apply to a record after handling a contact. You must choose at least one by selecting the corresponding checkbox and clicking Add. You can also click Add All to make all visible dispositions available to agents with this skill.
- Dispositions assigned to this skill
- A table of dispositionsResult that the agent or system assigns to the contact when the interaction ends. already available for agents with this skill to apply to a record after handling a contact. You can remove dispositions by selecting the corresponding checkbox and clicking Remove. You can also click Remove All to remove all dispositions from the table.
