Setting up After-work Limits

You can set up after-work limits. The system warns the user if an agent is in an after-work state and reaches or exceeds the limit.

Table of Contents

• Definitions
• To Set Up a Global Afterwork Limit
• To Set Up a Project-specific Afterwork Limit

Definitions

Soft limit setting refers to a duration of time. When this time expires, agents and supervisors are notified that the time for the task is about to end. Real-time monitoring and the User state log can display an agent’s soft limit status by displaying an agent’s name in bold. When the soft limit is reached, the agent interface window turns orange, indicating that the agent should return to work as soon as possible. Soft limits are also used when Alerts are set up. If the agent does not click the “Continue” button shown in the warning and thus reaches the soft limit, the “When hard limit is reached” settings are applied.

You can also define the time for Notification before soft limit. This defines how long before the soft limit is reached will the agent be notified. This popup notification allows the agent to reset the Soft limit counter, otherwise the countdown continues until it reaches the hard limit. Recommended minimum value: 5 sec.

When the agent reaches the Hard limit, the system applies the setting set in the “When hard limit is reached”. The following options are available:

• Set agent as unavailable and set disposition manually
• Set agent as unavailable and set disposition automatically
• Set agent as unavailable and set disposition automatically

In the project-specific settings, you can also define the disposition that shall be saved automatically. Only Successful dispositions can be selected.

To Set Up a Global Afterwork Limit

1. From the VCC Live menu, select Contact Center > Global Settings.
2. Select the Project preferences tab.
3. Enter the timer and soft and hard limit values.
4. Press Save.

To Set Up a Project-specific Afterwork Limit

1. Select a project from the project list, then select the Limits tab.
2. In the After call work limits pane, unmark the Use default limits for afterwork checkbox.
3. Select an option from the When hard limit is reached: drop-down list to define the result of exceeding limits.
4. Set the limit values.
5. Press Save.