What is the reason for changing to post-processing status if a call is not answered in the waiting state?

If an agent who has been assigned a call does not answer within 20 seconds, the customer's call is distributed to another waiting agent. The current agent's status is automatically changed to post-processing when the call ends after the conversation or when the call is retrieved because it was not answered.

If the agent does not change to post-processing status and continues to remain in the waiting state, the customer's call will be redistributed to that agent if they are still unable to answer the phone, resulting in a situation where abandon calls are generated.

For this reason, the status is changed to post-processing.

At this time, there is a feature that allows the agent to automatically wait for the next call. If the administrator modifies the agent's user information to enable the automatic waiting setting, it will automatically switch from post-processing status to waiting (Ready) status after the specified time.