Releasing an agent from outbound

最終更新日 : Jun 02, 2022 |

About this task

Use this procedure to manually release an agent from outbound.

If an agent has a Pending Callback or a Pending Consult request, the Agent Manager component of POM ignores the manual Release from Outbound request. You must monitor the agent job state. You can consider the manual Release from Outbound request as complete if the agent job state changes to Pending Manual Inbound.

If the agent job state does not change to Pending Manual Inbound, use the Release from Outbound option again. The Agent Manager component raises an event if the agent movement cannot be completed.

Procedure

  1. On the ribbon bar of the Supervisor Dashboard, click Staffed Agents.
  2. On the Staffed Agents page, click Actions Actions icon corresponding to the staffed agent you want to release from outbound and click Release from Outbound.
  3. On the Release from Outbound page, in the Thrash Interval (in Minutes) field, type the thrash interval in minutes to prevent a blend agent from moving between inbound and outbound too frequently.

    If an agent is released and acquired, the agent can be released and acquired again only after the thrashing time elapses.

  4. Click Apply.