"Work Mode" or "Not Ready" in Agent Desk Setting

[Luis Yrigoyen]

How does the "Work Mode" work on the Agent Desk Settings?

We have a group of agents that will be getting calls via Predictive mode and sometimes after they hang up a call they need time to do paperwork; maybe be 30 secs maybe 10 minutes.  Is this what "work mode" is for?

If an agent is in work mode, do calls still come to the agent?

thanks

[david.macias]

You should use work mode and set it for 30 seconds, where they will not receive another dialer call.  If the agent needs more time the he/she should go into a not ready state (maybe using a special reason code) and continue whatever post call work they need.  If the agent doesn't do anything for those 30 seconds he/she will be put back to ready after 30 seconds.

david