Work Timer provides agents handling calls with a period of time after they finish a call to set classification codes, handle paperwork, or deal with other administrative tasks before returning to handling calls. The primary Work Timer, Class of Service Work Timer, is configured in the Class of Service options for agents, but a secondary Work Timer, the Queue Work Timer, may also be configured for individual queues that require agents handling calls from that queue to have less time for post-call work.
When configured, after call completion, Class of Service Work Timer places the agent into the Work Timer real-time state and ACD calls no longer route to them. As the agent enters into the Work Timer agent state, their timer in Contact Center PhoneSet Manager or Contact Center Softphone begins counting down the configured Class of Service Work Timer duration. (In real-time monitors in Contact Center Client, Work Timer will count up.) When the countdown reaches 00:00:00 or if the employee manually ends Work Timer, they are returned to the Idle real-time state where they can handle calls again.
Agents can cancel Work Timer manually in Ignite or by pressing the Cancel Work Timer button on their hard set or soft phone applications. If the 'Force entry of a classification code' is enabled, agents must enter a classification code first. If they do not, Work Timer cannot be ended manually and a non-compliance classification code will be assigned to the call when Work Timer expires. Work Timer also automatically ends if the agent enters a classification code when the ‘Cancel work timer once code is entered’ is enabled.
The maximum duration for Class of Service and Queue Work Timers is 4 hours.
You can set the Queue Work Timer duration to suit each individual queue, for example, agents answering calls for your Support queue may typically require a longer work timer duration than those answering calls for the Sales queue. You must set the Class of Service Work Timer to a duration that is equal to or greater than your longest Queue Work Timer setting to prevent agents' work timers from ending prematurely. For example, if your Class of Service Work Timer is set for 3 minutes and your Queue Work Timer for your Support queue is set for 4 minutes, agents answering calls for that queue will be removed from Work Timer after 3 minutes.
If no Queue Work Timer is set on the queue, the default value configured on the Class of Service Work Timer will be used for that queue's associated agents. Multimedia Queue Work Timer is not dependent on MiVoice Business Class of Service Work Timer and can be set to any duration of time.
For information on configuring Work Timer as a Class of Service for Media Servers, see "Editing Class of Service options".
For information on configuring Work Timer for queues, see "Adding queues".