For IPCCX, I am wanting to write a custom EWT calculation to better make routing decisions.
We want to be able to report on the agents in Work, Talking, and Not Ready Mode.
In the script we are doing a Get Rep Stat step to get the number of “Working Resources”. When we do this, we are getting a (0) back as the number, even though in the Supervisor desktop we are showing multiple agents in the “Work” state.
I need to know why we can't get the correct data from the IPCC.
