Agents going to "Not Ready"

hbarrera2 · ‎06-20-2008

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!

Chad Stachowicz · ‎06-20-2008

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

hbarrera2 · ‎06-23-2008

Chad,

Where exactly is this setting? Not sure if its in crs, supervisor dedsktop, cad or desktop admin?

Thanks again!

honniesr · ‎06-23-2008

hbarrera2,

These settings are controlled under System --> System Parameters.

Thanks,

Robert

hbarrera2 · ‎06-24-2008

Nice! Thanks guys!!

usasanth1 · ‎06-30-2008

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?