Agents in reserved state

[jpichardo91]

Hello people,

I have a question regarding the reserved state. I have this customer that stated agents are taking too long in the reserved state. Customer said average time is 9 secs. Since that long time is impacting the production time customer would like to modify that reserved state time down to 3 secs. Is there a way I can modify this reserved time? And if possible where do I need to go to modify it. 



Thanks in advance,
Jose Pichardo.

[Ahmed Khalefa]

Hi Jose,

Actually, the default one on the "select resource" node inside the Script is 12 seconds .. which like 4 rings or so ..

can you confirm that during that "Reserved" state , the phone of the Agent was actually "Ringing" ?

Thanks a lot,

Ahmed Salah

[jpichardo91]

Hi Ahmed,

I will confirm with my customer and i´ll be back to you. One quick question, the Automatic Work and the Wrapup Time dont have nothing to do with this reserved time right?


Regards,
Jose Pichardo.

[Gabriel Saavedra]

Hi Jose,

The reserved state is while the agent's phone rings. So if the agent took 9 seconds to answer the call then the reserved state is going to show 9 seconds. The automatic work and wrapup time is when the phone call finish, so that has nothing to do with the reserved state.

HTH

Gabriel.

[jpichardo91]

Hi Gabriel,

How about if i configure Auto-answer on all the agents. That should minimize the reserved time, doesn't it?



Regards,
Jose Pichardo.

[Gabriel Saavedra]

Hi Jose,

Well, that is a good idea. If your customer is ok with that, then go ahead.

Gabriel