Work Timer

Interactions in Work Timer are marked with yellow and a clock icon.

If administrative configurations permit, agents are placed in a Work Timer state after completing an interaction. During Work Timer agents can complete after-contact work, such as speaking with a supervisor, without having this downtime affect their performance statistics.

Work Timer counts against an agent’s Workload, and can determine whether agents are pushed interactions. If agents are in a Work Timer state for the maximum number of interactions they can handle for a media type, they are not offered another interaction of that media type until Work Timer expires or is removed. For example, an agent permitted to handle two emails at a time is in Work Timer for both. Until one Work Timer state expires or is removed, the agent is not offered another inbound email. However, this agent will be pushed chat interactions, unless they are also in Work Timer for the maximum number of chat interactions their Workload permits them to receive.

Ignite displays Workload statistics, including the number of Work Timer states the agent is in for each media type. See "Viewing agent handling statistics". For more information on Workload, see "Handling multimedia contacts in Ignite".

The duration of Work Timer is configured on a queue-by-queue basis. To determine this duration, contact your supervisor or system administrator.

When Work Timer is the overriding state, agents can remove Work Timer and put themselves back into an overriding state across all media capabilities. Once agents have removed Work Timer, they cannot put themselves back into this state.

The following procedures explain how to remove Work Timer.