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| − | + | = How to Reject a Calling Record= | |
Typically, you will indicate your temporary unavailability to receive records for review by [[agent-guide/HowtoMakeYourselfNotReady|changing your status to ''Not Ready'']] while handling a previous interaction. However, if a calling record was delivered to your desktop before you had a chance to make yourself ''Not Ready'', you have an option to reject this record. | Typically, you will indicate your temporary unavailability to receive records for review by [[agent-guide/HowtoMakeYourselfNotReady|changing your status to ''Not Ready'']] while handling a previous interaction. However, if a calling record was delivered to your desktop before you had a chance to make yourself ''Not Ready'', you have an option to reject this record. | ||
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To reject a record, click the '''Reject''' button in the [[agent-guide/HowtoReviewaCallingRecord|preview pop-up window]]. The system will cancel the request and will attempt to distribute this record later. | To reject a record, click the '''Reject''' button in the [[agent-guide/HowtoReviewaCallingRecord|preview pop-up window]]. The system will cancel the request and will attempt to distribute this record later. | ||
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[[File:agent-guide-image83.png|thumb|800px|center|Calling record preview pop-up window]] | [[File:agent-guide-image83.png|thumb|800px|center|Calling record preview pop-up window]] | ||
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After rejecting a record, you will be automatically switched to the ''Not Ready'' state. You will need to [[agent-guide/HowtoMakeYourselfReady|make yourself manually ''Ready'']] when you are ready to receive another call. | After rejecting a record, you will be automatically switched to the ''Not Ready'' state. You will need to [[agent-guide/HowtoMakeYourselfReady|make yourself manually ''Ready'']] when you are ready to receive another call. | ||
| − | + | '''Note:''' Rejected calling records will appear in your performance and activity reports. | |
| − | '''Note:''' Rejected calling records will appear in your performance and activity reports. | ||
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Latest revision as of 04:08, 29 May 2024
• 日本語
How to Reject a Calling Record
Typically, you will indicate your temporary unavailability to receive records for review by changing your status to Not Ready while handling a previous interaction. However, if a calling record was delivered to your desktop before you had a chance to make yourself Not Ready, you have an option to reject this record.
To reject a record, click the Reject button in the preview pop-up window. The system will cancel the request and will attempt to distribute this record later.
After rejecting a record, you will be automatically switched to the Not Ready state. You will need to make yourself manually Ready when you are ready to receive another call.
Note: Rejected calling records will appear in your performance and activity reports.