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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.

Calling record preview pop-up window

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.

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