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CCX 8.5 - have system change agent status from Not Ready to Ready automatically

Hi Experts,

UCCX 8.5(1)SU3 HA

Technology requirement to overcome business challenge my client has.

I have been asked by my client if when an agent is logged into the queue, he would like to give the agents a defined duration time e.g. 2 mins to change their phone status to ready or another not ready status.  If the agents are unable do this for whatever reason, we were wanting UCCX/CAD system or an 3rd party customized/developed add-on to force them into ready status from the not ready status 32760 (Logon). 

At the moment my customer can only manually do this change, but we don't look at the queues frequently throughout the day. We are trying to educate my clients agents that sitting in this status for too long is not allowed and they should be using the tools they have been provided to measure their time.

Any information which you can share would be helpful right now.

Thanks,

Yavuz

1 REPLY
VIP Super Bronze

CCX 8.5 - have system change agent status from Not Ready to Read

You can force them ready or not ready using an Agent Workflow attached to the Starup event (starts on page 92) but can't impose a delay before it happens.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/user/guide/cda90ccxug.pdf

IMO, the best way to fix this stuff is to make it a KPI that impacts their bonus. Nothing incentivizes behavior compliance like their paycheck.

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