Business Structure: Handling Timeouts

The Handling Timeouts Tab under the Business Structure provides Agent Handling Timeout Settings at the Enterprise level.  Any setting that is editable in this tab will be applied to all Business Processes and Agents across the enterprise.  Many of these settings will be discussed and set up by your Project Manager during implementation.


  1. Wrap-Up Time – Total amount of time an agent is allowed in wrap-up before automatically being placed back in a ready state
  2. Wrap-Up After Unsuccessful Dialing – by default, this setting is turned on.  Allow agents to be placed into a Wrap-up state if an outbound call is unsuccessful.
  3. “No Answer” Suspend Time for SME Agent – Not applicable for XCS Unified or Overlay Solutions
  4. “No Answer” Suspend Time for Office Agent – Not applicable for XCS Unified or Overlay Solutions
  5. Agent Console No Answer Time – The total time an interaction will present to an agent before bouncing the call.  The agent will be placed into a no-answer state.
  6. SME – No Answer Time – Not applicable for XCS Unified or Overlay Solutions
  7. Delegation Timeout – Total amount of time an agent has to delegate a call to a supervisor.  This is only applicable if allowing agents to delegate calls to supervisors has been enabled.
  8. No Answer Timeout for Manual Outgoing Calls – This refers to the total time an outbound call will stay connected (dialing) if not answered  This should be increased if agents will be leaving voicemails on outbound calls.
  9. Enforce Disposition Code – Timeout – Total amount of time an agent has to assign a disposition code to a call.
  10. Inactivity Limit Agent – The agent will be signed out of their console due to inactivity based on the specified time entered.
  11. Inactivity Limit Supervisor – The supervisor will be signed out of their console due to inactivity based on the specified time entered.
  12. Inactivity Limit Configuration Center –  Supervisor/Admin will be signed out of the Setup or Manager console due to inactivity based on the specified time entered.
  13. SMS - Customer Idle Time Notify Timeout (minutes) - Customers will be notified of their inactivity and will be warned that their session will end if the contact center does not detect activity by the customer
  14. SMS - Customer Idle Time Disconnect Timeout (minutes) - Customer SMS session will be disconnected due to inactivity by the customer