Configuring Worker Status Events

The Administrator can create and manage Worker events (e.g., Not Ready / Wrap-up codes) for finalizing calls.

Wrap-Up Reason Codes:

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Represent the reasons for whenever a Worker ends an interaction but isn’t ready yet to take the next one.

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The wrap-up codes are automatically populated to the Worker application per the incoming call to the queue.

Not Ready Reason Codes:

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The Administrator configures these codes in Voca and automatically populate the Worker application.

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They represent the reasons that Workers can select when they change their state to Not Ready. This is reflected in the reports.

Before ending the call, the Worker must select the relevant Wrap-up Reason code from the available list before the interaction is ended. The call is then disconnected automatically after the timer has reached its limit, or otherwise, the Worker can hang up the call manually by pressing the Hang up button.

For a Worker application intuitive experience, the Voca Interaction Center provides the
following built-in Not-ready system default states that are reflected in the reports.

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Shift Start: Worker automatic state after login

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Shift End: Worker must select this state before logout (if not selected, the “logout” button is locked)

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Call Not Answered: This happens when the worker was in ready state and didn’t answer to incoming call.

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Engaged: Call is ringing

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Talking: Worker is on active call