WFM

Unanswered Question
Aug 11th, 2008

Dears,

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.

I have this problem too.
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david.macias Mon, 08/11/2008 - 05:41

There is no out of the box functionality which will do what you've posted. However, it should be possible to create some custom desktop based on the CTIOS tool kit which might accomplish some of these things.

david

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