I need to know if it possible for a supervisor to force an agent to becomes in Work state ? I did a few test and it seams that is not possible for the supervisor to do that manually (on demand).
I know that we can program automatic Work state and define wrap-up time in the CSQ but my customer wants the supervisor to be able to change an agent state to becomes in Work state sometimes. This way in the report, he can see how many times the agent was in Not Ready vs Work state.
The "work state" is really shorthand for the "after-call work state" and you should only be able to get there when an active call you are handling terminates.
What does the customer think it means?