Documentation

How the status "My record" works?

Author: Dominika Stelmach

Created: 2018-02-20. Updated: 2018-03-12.

We choose the status "my record" when we want it to be assigned to an agent who set their status. The agent by assigning the record to themelves sets the next call date.

If the next call date is reached and the agent is unavailable, the record will jump into the shared pool.

The parameter that specifies the time after which the record is passed to the pool from the set date of contact is "Number of minutes after which the call scheduled for an agent to another agent falls". This parameter you will find by selecting Campaign → Manegement → Campaign and entering the configuration of selected campaign.