Avaya one-X Agent provides you the option to wrap up the work after finishing a call. If you perform a follow-up work on ACD calls, set the work status to Allow Follow-up in the Agent Preferences dialog box. When the work Item is in the Follow Up mode to Communication Manager, you as the agent are in After Call Work and it will not send any more ACD calls to your station, unless you have been administered with Multiple Call Handling.
The Follow Up Work mode timers starts (if timed follow up is selected) the pre-defined countdown timer allowing you to complete the task for the associated work item only if the timed follow-up is set. When the wrap-up time reaches its limit, the work item closes and changes the agent status accordingly. If you finish the task before the countdown timer, you must click the Work Completion button for the associated work item in the Work List window.
Depending on your work preference, you can set the work mode to Auto-Complete or Follow-Up modes. The Follow Up Work mode option is available only for ACD calls. You can override these settings on a call by call basis. However, the system applies these changes for the next call. The option to configure these settings are available in the Work Handling panel of the System Settings. For details, see Work Handling panel description.
Prerequisites
The Work Completion status is set as Allow Follow-up in the Agent Preferences dialog box.
If you are your administrator has configured Timed Follow-Up to allow the agent to extend beyond this limit, you must set the control to Allow Extending Follow-Up in the Agent Preferences dialog box. By doing so, the system removes the timer for this work item. You must complete the work item manually.
