Article #: 39

How To: configure the “I Need More Time” button for the After Call Work (ACW) timer.

Similar questions: using the I Need More Time button, using the ACW timer, configure the I Need More Time button, set up the I Need More Time button, edit the I Need More Time button, modify the I Need More Time button

Purpose: to demonstrate how to configure the “I Need More Time” button for the After Call Work (ACW) timer.

Steps

1. When logged in to the admin UI of Xima CCaaS, go to Admin (System) > System Settings

2. Click Voice Agent and the option will expand.

3. Locate the After Call Work Timer metric and click the associated ellipsis tool.

4. A window called “After Call Work Timer” will appear. The second and third metrics refer to the “I Need More Time” button.
   a. Snooze Duration: This allows you to set how much extra time you would like to give the agent when they click on the “I Need More Time” button.
   b. Max Snoozes: This allows you to set how many times an agent can click on the “I Need More Time” button.

5. Once you have typed in the settings to your liking, click OK.

6. Click Save.