we just finished our first CUCCX implementation, however have some outstanding issues from which this is the first one that customer wants to be solved.
situation: during inbound calls an agent gets connected and his state correctly changes to talking, afterwards to work and then ready again.
however, whenever the agent receives a direct call on his phone or he himself sets up a call, his state changes to not-ready. we would like this state to also appear as talking. i'm aware that this has influence on reporting, however that part of the reporting is not within the interest of the customer since it is a small implementation (15 users) and he has no need to know how long agents have been not-ready during day.
any idea's or suggestions?