Required security profile permissions: Skills Edit
You can configure your contact center so that agents enter a post contact state following the end of a conversation with a contact. This can be a certain amount of time in an unavailable state during which the agent can take a break or write down notes, or you can configure dispositionsResult that the agent or system assigns to the contact when the interaction ends. that the agent can apply to the contacts and configure the next steps for that contact.
Because the fields in the skill Post Contact tab change based on the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge type, see the following topics for descriptions of the post contact fields available for each skill type:
- Inbound Phone Skill Post Contact Tab
- Manual Outbound Phone Skill Post Contact Tab
- PC Proactive Voice Skill Post Contact Tab
- Chat Skill Post Contact Tab
- Email Skill Post Contact Tab
- Work Item Skill Post Contact Tab
