On request

Last Updated : Sep 08, 2012 |

In on-request splits or skills, the following is true:

  • If an agent enters the auto-in or manual-in work mode, but there are no calls in the queue, the agent is placed at the bottom of the MIA queue or at the bottom of the assigned skill level in the EAD queue, or is made available in the DDC queue.

  • Agents must select the auto-in or manual-in work mode for each new ACD call the agents take while a call is on hold.

  • The agent can take additional ACD calls as long as there is an available line appearance.

Use on-request MCH in conjunction with a feature, such as VuStats, which agents can use to see when the queue is getting full and take additional calls.