Agent gets logged out from hybrid voice before completing the timed ACW duration

Last Updated : Feb 20, 2024 |

Condition

The agent is on a Timed After Contact Work (ACW) state with the ACW work card. Also, the timed ACW duration for an assigned skill is higher than the configured maximum time agents can be in the ACW state before they logout.

In this case, after ending the call, the agent gets logged out from hybrid voice before completing the timed ACW duration. However, the agent remains logged in to the digital channel.

Solution

Procedure

To log in to both the hybrid voice and digital channels, agent must click Finish Work, and then click Start Work.