I have a question, sometimes my agents go on a Not Ready status to work on an issue, but then it is either their break or lunch time. CAD does not give them an option to select a "Break" or "Lunch" NOT READY status without going to select "Ready" first and if the queue is full they have to take another call. Those that go to lunch or break but do not have the correct NOT READY status I ask them what they are working on. Is there a setting I can change where agents change between NOT Ready state without having to go to READY first?
Thanks for everyone's help.