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New Member

allow agent to change from not ready to not ready status

Hi all,

I have a question, sometimes my agents go on a Not Ready status to work on an issue, but then it is either their break or lunch time. CAD does not give them an option to select a "Break" or "Lunch" NOT READY status without going to select "Ready" first and if the queue is full they have to take another call. Those that go to lunch or break but do not have the correct NOT READY status I ask them what they are working on. Is there a setting I can change where agents change between NOT Ready state without having to go to READY first?

Thanks for everyone's help.

2 REPLIES
Cisco Employee

Re: allow agent to change from not ready to not ready status

Hi Dany,

the agents transitions are dictated by GED188 Protocol and there is no possibility to go from NR to NR again, sorry.

Regards,

Riccardo

New Member

Re: allow agent to change from not ready to not ready status

Thanks for your reply Ricardo. I guess I was used to our old phone system that allowed us to do this. Maybe a suggestion to Cisco to allow this enhancement in the future.

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