I have been told by our internal Cisco experts that there is no way to change a Not Ready status code from one reason to another without first going on Ready. Is this absolutely true?
Here is the problem: Agent is working on Not Ready "Research" as defined in our system. 20 minutes later it is time for agent to take a break. Agent needs to switch to Not Ready "Break" as defined in our system but must first go on Ready to switch. A call is waiting and gets sent to him as soon as he goes on Ready. This creates a problem with our scheduling because now he is stuck on the phone or we create a customer satisfaction issue by transitioning the call to someone else.
Can you please tell me if there is another solution?