1. The Agent select the respective UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs.

  2. The Agent types the “Time+x” (where x is number of seconds) command in the IM window.

  3. The Discharge Duration is now extended with x seconds.