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State Not Ready only with Supervisor password

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martin.garelli
Level 1
Level 1

‎11-14-2016 06:54 AM - edited ‎03-14-2019 04:46 PM

Hello everyone,

Does anyone in this prestigious forum know if there is any option in the CAD in which an agent cannot go to the Not Ready state, and that is only allowed that state with the password of the supervisor?

Regards,

Martín.

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seanvaid
Level 3
Level 3

‎11-14-2016 09:17 AM

I'm not sure that you can fully take away the ability to go into not ready

A suggestion though-

This will force ready using a timer action

https://supportforums.cisco.com/discussion/12509261/changing-agent-state-not-ready-ready-automatically-after-set-minutes

This will keep user in ready statte if this miss a call (Ring no answer)

http://www.cisco.com/c/en/us/support/docs/voice-unified-communications/unified-contact-center-express/49703-agentunavail.html

So, with those two + management informing agents to not go into "not ready" should be a decent work around. 

You can then have someone pull reports checking agent state history for management and discipline accordingly. 

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seanvaid
Level 3
Level 3

‎11-14-2016 09:17 AM

I'm not sure that you can fully take away the ability to go into not ready

A suggestion though-

This will force ready using a timer action

https://supportforums.cisco.com/discussion/12509261/changing-agent-state-not-ready-ready-automatically-after-set-minutes

This will keep user in ready statte if this miss a call (Ring no answer)

http://www.cisco.com/c/en/us/support/docs/voice-unified-communications/unified-contact-center-express/49703-agentunavail.html

So, with those two + management informing agents to not go into "not ready" should be a decent work around. 

You can then have someone pull reports checking agent state history for management and discipline accordingly. 

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martin.garelli
Level 1
Level 1
In response to seanvaid

‎11-14-2016 06:11 PM

Thank you very much for your response Sean.
The options you mentioned are valid and we already have them applied.

I need to apply more control measures over the agents.
I was hoping that Cisco would offer some such option of these kind.

Regards,

Martín.

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seanvaid
Level 3
Level 3
In response to martin.garelli

‎11-15-2016 07:36 AM

Yup, sorry its not the perfect options. But technology is not here to replace management :)

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