06-20-2008 11:24 AM - edited 03-14-2019 02:25 AM
Hello,
I have agents going to the not ready state after being idle for so may seconds in the ready state or after not answering a call from the ready state.
Any thoughts on why this is occuring?
Thanks in advance!
06-20-2008 01:20 PM
In the agent desk settings, it will show how long that agent can be idle before going not ready. If an agent misses a call it knocks them to not ready automagically. These are both expected behavior!
Thanks,
Chad
06-23-2008 03:18 PM
Chad,
Where exactly is this setting? Not sure if its in crs, supervisor dedsktop, cad or desktop admin?
Thanks again!
06-23-2008 06:11 PM
hbarrera2,
These settings are controlled under System --> System Parameters.
Thanks,
Robert
06-24-2008 09:31 AM
Nice! Thanks guys!!
06-30-2008 08:04 AM
We configured the wrap up time setting as 120 seconds in agent desk
settings tool. After the expiry of wrap up time, agent state is changing to not ready
state. But we want to change the state as ready(available) for the agent instead of not
ready.
Is there any settings for this to configure either in ICM or registry?
Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: