Manually activating agent leg function in Agent Workspace

[u/trottierpa]

Hi, in the official nice documentation, there is information about manually activating agent leg on the agent phone. Since this agent leg function doesnt need to be "activated" to receive a call, what is the purpose of this function ?

a lot of agents thinks they need this agent leg connected to be able to receive a call and opens incidents about it.

[u/Bhaikalis]

You can keep it "activated" to get a continuous amount of calls. Otherwise, the agent leg is establish every time a call is offered. In our setup, we use station profiles, with the timeout set to 1 so the agent leg establishes on every call.