Agent Current State Prevents Making Call If the agent is in a Work Ready, Work Not Ready, or Available state, the agent must first go to Not Ready before the agent logs out. Either modify Desktop_Settings.cfg to match the agent desk setting in Configure ICM, or change the agent desk setting in configure ICM.
We have script written to look for how many agents are logged in, try new script.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...