Hello everybody, My client asked me to make something with outgoing call from CAD and "Talking" status. If agent make outgoing call he/she go to "Not Ready" status, it is inconvenient since there is not possibility to differentiate "Not Ready" in Historical Reporting Tolls.
Can you give me advice what should I do to resolve this issue?
The Agent State Summary Report (by Agent) shows, for each agent specified, the length and percentage of time that the agent spent in each of the following agent states: Not Ready, Ready, Reserved, Talk, and Work.
The way that CAD works is when the agent hangs up the call, they are automatically placed to a not ready state, and they would then have to make themselves ready in CAD.
I tried this out in IPPA as well as CAD desktop, during the outbound call from IP Phone, the Status was "Not Ready", however, after the call, the status returned back to "Ready" without any manual intervention.
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...