IPCC Express premium - 4.0(5)
I have the following problem :
- when an agent puts him/herself in not-ready, his/her status is not-ready.
- when an agent is in a direct non-icd call, his/her status is also not-ready.
I want to find the difference between both scenarios from inside the script. I currently use the Get Reporting Statistic step to find the not-ready state, and place a call to the agents extension to find out of he/she is in a call. The call only takes second, but if the agent isn't making a call, then they have a missed call, which starts to get annoying.
Is there any other way to determine the "in call" status of an agent ?