Introduction 

The "Configuration of Disability Condition for Decline Button" is a critical feature designed to enhance the operational efficiency and accessibility of call center systems. This configuration allows for specific conditions under which the decline button becomes active or inactive, thereby optimizing agent performance and ensuring compliance with various regulatory and organizational requirements. 

Business Use Case

• Managing High Call Volume Periods: During peak periods, call centers often experience a significant increase in call volume. This leads to a high number of abandoned calls if not managed effectively. Disabling the decline button during these spikes helps manage the increased call volume more efficiently with the same number of agents, reducing the number of abandoned calls and improving overall service levels. 

• Regulatory Compliance and Quality Assurance: A call center must comply with regulatory requirements that mandate a certain percentage of calls to be answered. The decline button is disabled to ensure agents answer a higher volume of calls, meeting regulatory requirements. 

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Configuration

1. Open the launch pad and select the All Settings Option Using an Admin Account. 

2. Select Manage Customer Under the Platform Settings. 

3. Select Global Roles under the Manage Customer Settings. 

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4. Select Edit by clicking on three dots of the Global Role you wish to edit. 

5. Browse under the section of Call Controls Permission and Disable Reject Call. 

6. Save the Changes, and the Agents in that role will no longer be able to Decline any incoming calls. 

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