Starting in version 5_25_1 of Xima CCaaS, a new option was introduced allowing agents to reset their state using an option within the CCAC. How do I utilize this function?
Answer
Please reach out to Xima Support first so they can enable the SHOW_CLEAR_CALL_BUTTON feature toggle for your site and then follow the steps below.
Steps
- As above, please reach out to Xima Support so they can enable the
SHOW_CLEAR_CALL_BUTTONfeature toggle for you - Have your agents log into the Contact Center Agent Client as per normal
- If they become stuck on a call, have them click on the ellipsis menu in the top left
- Select "Reset Agent State" from the menu and accept the change from the popup
- The agent's state will now be cleared allowing them to take a new call!
- Example menu:
- Example menu:
Notes
- There are two things to remember with this powerful tool:
- Resetting the Agent's state will NOT end any actual call for the agent, which will continue to be connected through their softphone/hard phone
- This is simply removing the call from Xima CCaaS, freeing them to take another call from the system
- Do NOT click this button unless you are ready to be routed a new call
- The Agent's state will revert to "Ready" and any queued calls will be presented to them
- Resetting the Agent's state will NOT end any actual call for the agent, which will continue to be connected through their softphone/hard phone
- The reasoning for this tool is to allow your agents to return to a "Ready" state much faster, and to allow your agents to resolve any stuck events without Admin intervention