Specifying when Make Busy and Do Not Disturb timers begin

Agents can enter Make Busy (MKB) or Do Not Disturb (DND) while handling interactions to ensure that, once they are finished, they are not offered another message. By default, the real-time MKB and DND timers begin after the message is handled and agents do not appear in MKB or DND until this time. This enables agents to take scheduled breaks while remaining in adherence.

Administrators can set the MKB and DND timers to begin as soon as the agent enters MKB or DND.

To specify when the MKB and DND timer begins
  1. Select Multimedia > Media servers.
  2. Select the media server and click the Data Summary Options tab.
  3. To start MKB and DND when the agent ends the interaction, select Reset Make Busy and Do Not Disturb time after conversation ends.
  4. To start MKB and DND duration when the agent enters either state, deselect Reset Make Busy and Do Not Disturb time after conversation ends.
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