User guide

Interactive Contact Center
83
Scheduled path control
Supervisors can pre-schedule paths to open or close, based on the business’ hours of operation.
Path control schedules open queues during business hours and close them after business
hours. This feature eliminates the need to open and close paths manually.
Path control plans
The supervisor can place paths in and remove paths from Do Not Disturb automatically, based
on predefined criteria. Each path control plan monitors one path and, based on the activity
within the path, either places it in or removes it from Do Not Disturb.
Enhanced agent shift reporting
Make Busy Reason Codes are configured in the telephone system and agents enter the codes
on their phone sets to enter Make Busy. Agents can select Make Busy Reason Codes from
their desktops in Contact Center Client. With Contact Center Management, there can be up to
11 Make Busy Reason Codes. When Contact Center Management and Interactive Contact
Center are both present, there can be up to 99 Make Busy Reason Codes.
Supervisors can run historical reports on the Make Busy Reason Codes available (availability
depends on whether you are using Contact Center Management alone or in conjunction with
Interactive Contact Center). The historical reports indicate why agents used Make Busy and
the duration for which they used it. Figure 20 illustrates how a supervisor places an agent in
the Make Busy state using a Make Busy Reason code.