Agents tab
The Agent inactivity actions group defines how the server deals with agents who are not working or not responding. This requires the Agents inactivity handling configuration permission.
| Setting | Effect | Default |
|---|---|---|
| Pause if agent does not pick conversations with Number of conversations | If an agent does not accept or rejects this many conversations in a row, they are put into the activity Too many conversations not picked. | off, 2 |
| Logout if agent does not pick conversations | Instead of the pause, the agent is logged off as soon as they do not accept more than this number; they see No call picking. Only one of the two switches can be turned on. | off |
| Release agent if activity to long with Release agent time | Every activity ends after this time at the latest; the agent is then available again. | off, 01:00:00 |
| Reactivate agent automatically after activity time | Activities with Automatic release from activity end after their Max duration, see Activities. | off |
| Force agent logoff if no activity possible | An agent who is not qualified for any skill or any language is logged off again right at login — and likewise when they lose their last qualification. They see No activity possible. This way they do not occupy a license. | off |
| Login agents to wrap-up | Agents start in wrap-up after login. | on |
| Login agents to activity | Agents start in this activity after login. Only selectable while Login agents to wrap-up is off. | - |
| Max manual wrap-up time | Wrap-up that agents turn on themselves ends after this time at the latest. 00:00:00 means unlimited. | 00:00:00 |
| Time to become available | When an agent’s presence in the phone system changes to “available”, the server waits this long before delivering conversations to them — for example so that the desk phone can switch over as well. | 00:00:00 |
If neither wrap-up nor an activity is selected, agents are available right after login. If call forwarding is switched on for the extension and the profile checks for this, they start in the activity Forwarding.
Special activity handling
The Special activity handling tab has one row for each activity that myContactCenter triggers itself:
| Row | Trigger |
|---|---|
| Too many conversations not picked | see Pause if agent does not pick conversations above |
| Session lock | The agent locks Windows or disconnects their remote session. |
| Screen saver | intended for the agent’s screen saver |
For Session lock and Screen saver, turning off the use column stops agents from being put into this activity; Too many conversations not picked is turned on and off on the Agents tab. Under Skip in escalation, you define whether agents in the activity count in escalation — see Distribution scheme. Initially, all three are used.
The agent script
On the Script tab, you store a C# script that runs in the background in the Agent on every workstation. It reacts to events — for example when a conversation rings or ends, or when the agent switches to an activity or logs in — and can, for example, open the customer form of your CRM in the Browser module. There is one script for the whole system; this requires the Script configuration permission.
The script consists of a class AgentScript, derived from MyCCAgentScript,
which overrides the events it should react to. The code editor marks errors
as you type; the script is saved even if it contains errors. How to write a
script is described in the chapter
The agent script.
After saving, all logged-in agents receive the new script immediately, all others when they log in. It only runs for agents whose profile allows Agent side scripts — see Automated processes.