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Click ACCEPT
An agent has 45 seconds to accept an incoming work item. After 45 seconds or clicking REJECT, the work item is rejected and sent back in to the same skill queue. The agent's state is changed to Refused.
An agent has 45 seconds to accept an incoming work item. After 45 seconds or clicking REJECT, the work item is rejected and sent back in to the same skill queue. The agent's state is changed to Refused.