agent
6 posts.
Agent Ready Max Seconds Logout explained
An agent stuck in READY for an hour with no calls is usually a sign something broke. Agent Ready Max Seconds Logout catches that case and logs the agent out, so a silent dialing problem does not hide behind a "logged-in" agent.
Read postAgent Pause Max Status: capping pause time
When an agent sits paused too long, VICIdial can auto-log them out — and Agent Pause Max Status decides what disposition gets stamped on whatever call they left open. Here is how the two settings work together.
Read postAuto Pause Pre-Call Work explained
Auto Pause Pre-Call Work keeps the dialer from dropping a call on an agent who is mid-task — looking up a lead, checking callbacks, entering a pause code. It auto-pauses them so the next call never lands on a distracted agent.
Read postAgent Pause Codes: tracking why agents pause
Pause codes turn "agent is paused" into "agent is on a 15-minute break." Set them up per campaign and you finally know where your floor's idle time actually goes, with the data sitting right in the agent log.
Read postWrapup Message: what to show agents between calls
The Wrapup Message is the bit of text agents see on the wrapup screen between calls. Small field, real value: use it for reminders, scripts, and the next thing they should do before the next call lands.
Read postWrapup Seconds: giving agents time after a call
Wrapup Seconds forces a short pause after every call so agents can finish notes before the next one lands. Here is what the setting does, when to use it, and how to keep it from quietly slowing your floor.
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