Our UCCX environment is setup to make an agent not ready after a Ring No Answer(RNO). Business rules dictate we must make an agent not ready after RNO.
The problem is there is no obvious indication to the supervisor or the agent that someone has been placed in a RNO state. The agent has to keep an eye on their CAD or the Supervisor has to monitor for this manually.
Is there any way to detect a call has been offered to an agent and not answered withing the script? If so I could fire off an email.
If there is no way to do that I am thinking about an IP phone service that could display this on the phone, or something like that.
Anyone have any ideas?