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” command in the IM window.

  3. The Agent now receives his/her default Discharge Duration in seconds