500-442 · Question #55
In a contact center, agents must select the Reason Code when they go to the "Not Ready" state. Which configuration by an administrator in Agent Desk Settings allows this action?
The correct answer is C. Enable "Require Idle Reason". Enabling "Require Idle Reason" in Agent Desk Settings allows this action. When this setting is enabled, agents must select a Reason Code when they change their state to "Not Ready." This helps in tracking the specific reasons why agents are not available to take calls…
Question
In a contact center, agents must select the Reason Code when they go to the "Not Ready" state. Which configuration by an administrator in Agent Desk Settings allows this action?
Options
- AWrap-up on Incoming, set to Required
- BEnable "Require Logout Reason"
- CEnable "Require Idle Reason"
- DWrap-up on Outgoing, set to Required
How the community answered
(42 responses)- A14% (6)
- B7% (3)
- C74% (31)
- D5% (2)
Explanation
Enabling "Require Idle Reason" in Agent Desk Settings allows this action. When this setting is enabled, agents must select a Reason Code when they change their state to "Not Ready." This helps in tracking the specific reasons why agents are not available to take calls, providing valuable insights for workforce management and operational efficiency.
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