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Difference Between Avail and Ready State

Hi folks,

There are two vaiables in Formula editor's Skillgroup vailables ICM named as Avail and Ready. I want to know what is the difference between Agent Ready State and Agent Available State.

As per my understanding, Agent Available State refere Agent is either in Ready or WrapUp Mode while "Ready" refers only Agent in Ready State. Confirmation Required.

Thanks

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Difference Between Avail and Ready State

Hi Sheeraz,

Please refer the section "Agent States" from page 42 onwards in the below link.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise7_2/user/guide/cad72ug.pdf

Ready -> You are available to receive ACD calls.

Not Ready-> You are not available to receive ACD calls.

Work Not Ready-> You are completing work from a previous call, and are

                             unavailable to receive ACD calls. You change to the Not

                             Ready state when:

                             • You enter wrapup data (if enabled by the system

                                 administrator)

                              • A timer set in the ACD expires (if the ACD uses this

                                   feature)

                              • You manually change state after you enter wrapup

                                 data

Work Ready-> You are completing work from a previous call, and are

                      available to receive ACD calls. You change to the Ready

                        state when:

                       • You enter wrapup data (if enabled by the system

                              administrator)

                       • A timer set in the ACD expires (if the ACD uses this

                             feature)

                        • You manually change state after you enter wrapup

                              data

Hope it helps.

Anand

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Difference Between Avail and Ready State

Anand,

Basically i was pointing towards Skillgroup vairbales which we use in ICM scripting. With my hands on experience i found "Avail" variables includes Agents who are in Ready state and waiting for call (in other words IDLE state) while "Ready" vairables includes the agents who are in Ready or Work Ready State or even in Talking State.

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