Timer on Disposition

[faisal0803]

Hi All,

I want to apply a timer for punching disposition to reduce call drop.Since, agents do not get calls while on disposition state, so agent avoid punching disposition in time and in that case call drop increases.Can someone guide me i have to apply timer on disposition state,if timer is out than disposition will remove automatically agent will be ready state even if agent show laziness in punching disposition.Kindly guide how can i do this and which file to edit....?

Thanks in Advance