Forced Agent Logout from ACW

Last Updated : Aug 27, 2019 |

Forced Agent Logout from After Call Work (ACW) automatically logs out an EAS agent who spends more than the predetermined time in the ACW mode. You can specify the time out period on a per-system basis and can also choose to override this value on a per-agent basis. The time out is reported with an assignable reason code set on a per-system basis. The per-agent time out setting takes precedence over the per-system setting.

Note:

For auto-in agents, Timed ACW takes precedence over Forced Agent Logout from ACW.

Use Forced Agent Logout from ACW when you:

  • Require that agents do not remain in ACW longer than a set time limit in order to monitor agents who exceed the time limit.

  • Logout agents who walk away from their position while in the ACW mode.