We've been using IPCCx 4.01sr1 for about a year. Now that our agents have gotten used to the software, management has decided to really get into the reporting and start to pull some numbers. They are getting a system generated reason code for our agents being not reay and I can't find anything about it.
The reason code is: "Work Timer Expired"
We have the agents set to Automatic Work and a 10 sec Wrapup Time. This gives the agents time to finish what they are doing before they get the next call.
Some of the agents are being made not ready with the code above and they aren't noticing it.
Does anyone know why this would happen? My guess it that it is entering work mode, then after 10 seconds not going back to ready. After another set amount of time, it's making them not ready and leaving work mode. How do I stop/prove this is happening?