Kindly i wonder if this is applicable with Cisco CTIOS or we have to purchase a WFM, we need to control agent not ready and logout, based on skill group statistics. for example:
1- control Agent ability to get break "not ready", based on the number of agents logged on all skill groups assigned to that agent. the number of agents shouldn't decrease to a certain number, and the number of not ready agents shouldn't decrease a certain limit.
2- control break time, if an agent make not ready request, the system checks his break time if he exceeds the limits the system refuses his request.
3- control agent logout, based on the number of logged on agents to all skill groups assigned to that agent.