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CAD - Not Ready - Agent Status

Greetings,

We have a defined set of custom codes for agents to choose from when they go to the NOT READY state. Sometimes they forget what code they picked. So, we're curious, is there a way to display why they are not ready on the agent desktop?

Thanks!

1 ACCEPTED SOLUTION

Accepted Solutions

Re: CAD - Not Ready - Agent Status

An agent won't be able to see what code they selected when they went not ready, but a Supervisor can see.

If an agent is unsure of what reason code they selected, they can click on Not Ready and pick the right reason code.  If they are already NR for the specific code, nothing will change.  However if they were in a different code (say Personal Break) then chose another code (say Lunch), then the code will change and their NR timer will reset as well.

1 REPLY

Re: CAD - Not Ready - Agent Status

An agent won't be able to see what code they selected when they went not ready, but a Supervisor can see.

If an agent is unsure of what reason code they selected, they can click on Not Ready and pick the right reason code.  If they are already NR for the specific code, nothing will change.  However if they were in a different code (say Personal Break) then chose another code (say Lunch), then the code will change and their NR timer will reset as well.

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