Router configuration

In order for a contact center to meet its service level agreement (SLA) goals, it is crucial to ensure that there are enough agents available to accept incoming dialogue in a timely manner. However, in the event that an agent is unable to accept an offered dialogue, it is important to have a system in place that quickly offers the conversation to the next available agent. This is where the Hunt Timeout setting comes into play. By configuring the Hunt Timeout setting, you can determine how long a conversation will be offered to an agent before being passed on to the next available agent.

Change Hunt timeout

1. From the Router configuration menu (1), enter preferred the hunt timeout (2), and press Save (3)