11-12-2013 02:16 PM - edited 03-14-2019 12:43 PM
ICM 7.5.
So in our case while in Work Ready state agents cannot get a new call unless they put themselves into Ready.
Is that considered as inactivity time towards non-activity timer?
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11-12-2013 04:05 PM
No, Work timer is included in utilization time.
Chris
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