Work state

Answered Question
Jun 2nd, 2010
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Hi,


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.


Thanks,

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celine.jeannott... Wed, 06/02/2010 - 10:04
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The customer want to get different state in the Historical Report and want to be able to modify that state manually.  If it is not technically possible, he will live with that.

Jonathan Schulenberg Wed, 06/02/2010 - 10:29
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The supervisor should have the same options as the agent. An agent can only select the Work state button if they are on a call. You cannot arbitrarily enter a work state while sitting in a Ready or Not Ready state. Give it a shot while the agent is on a call and see what happens.


Also note, at least in CCX, the reason code logged whenever a supervisor changes the agent's status is different. This may work to their advantage or disadvantage because the supervisor cannot select not ready reason codes on behalf of the agent.

celine.jeannott... Wed, 06/02/2010 - 18:59
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Hi,


I tried differents ways and supervisor never been able to change the agent state to becomes in work state.  He can change the Work state to ready state but not the opposite.

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