Setting and removing Busy/Make Busy in Ignite

When agents must become temporarily unavailable for inbound multimedia interactions, they can put themselves into Busy/Make Busy and choose a code indicating why they are unavailable.

Setting Busy/Make Busy for one agent capability applies a Busy/Make Busy status to all of the employee’s agents. Inbound multimedia interactions are not routed to the agent; however, agents in Busy/Make Busy can receive transferred interactions. While in Busy/Make Busy, voice agents are able to receive Non ACD voice interactions without being removed from Busy/Make Busy and can pick interactions waiting in queue.

Entering Busy/Make Busy while handling interactions ensures that agents are not offered more once finished. However, existing voice, email, chat, SMS, and open media interactions continue until one of the parties ends the interaction.

Agents also enter Reseize Timer when they decline an interaction, fail to answer a ringing interaction within the allotted time, and place an item on hold for longer than is permitted. In each instance, the agent is automatically put into Busy/Make Busy across all media capabilities, and a System Make Busy is registered for the employee. For information on the time allotted to answer a ringing interaction and the duration for which interactions can be on hold, contact your supervisor or system administrator.

The following procedures explain how to
  • Set Busy/Make Busy and change Busy/Make Busy codes
  • Remove Busy/Make Busy
    Note:

    Agents must remove Busy/Make Busy to become available to receive inbound multimedia interactions and internal voice interactions.

  • Change to a Do Not Disturb (DND) state while in Busy/Make Busy
To set Busy and change Busy codes (WEB)
  1. Click your avatar.
  2. Under State, click Busy.
  3. Choose a Busy code.
To remove Busy (WEB)
  1. Click your avatar.
  2. Under State, click the X button next to Busy.
Note:

To remove DND and revert to Make Busy, click your avatar, click the X button next to Do Not Disturb

To change to a Do Not Disturb state while in Make Busy (WEB)

Note:

Do Not Disturb and Busy/Make Busy states layer. If an agent in Busy/Make Busy changes their state to Do Not Disturb, the agent will remain in Busy/Make Busy once Do Not Disturb is removed. This prevents agents from receiving contacts when switching states between Busy/Make Busy and Do Not Disturb.

  1. Click your avatar.
  2. Under State, click Do Not Disturb.
  3. Select a Do Not Disturb reason code.
  4. To remove DND and revert to Make Busy, click your agent name and click X button next to Do not Disturb.
Parent topic: Managing agent group presence and agent states
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