Removing Work Timer
When agents are in Work Timer, Interactions remain in the Inbox until Work Timer is removed
Interactions in Work Timer are marked with yellow and a clock icon.
Agents use the time spent in Work Timer to complete post-interaction work, such as consulting with a supervisor, without having this downtime affect their performance statistics.
When Work Timer is the overriding state in Ignite, 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.
According to queue configuration settings, agents can be placed in a Work Timer state for a set period of time after completing a call. The Work Timer can optionally be configured to cancel automatically after a Classification Code has been entered. If the Work Timer is not set to cancel automatically, you must cancel it manually after entering a Classification Code.
Employees in Work Timer can apply Busy/Make Busy or DND, but will remain in a Work Timer state until the Work Timer expires or is cancelled. If Classification Codes are required for the queue and the Work Timer expires without a Classification Code being entered, a Non-Compliant Classification Code will be applied to the call..
If Work Timer is not configured to cancel automatically when a Classification Code has been entered and you end the call and do not manually cancel it you will be unable to receive calls until the Work Timer duration, as configured on the queue, has expired.
If you are handling voice and other media interactions simultaneously, one agent being in Work Timer will not prevent you from being offered an interaction of a different media type. For example, if you are in Work Timer after handling a voice call, you may still be offered an email from the email queue, and you can accept it and handle it normally.