Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. And see here for current known issues.

New Member

[Woops!] AgentState have to chage like from "NotReady" to "NotReady"

We are building IPCC with ICM 6.0 SR3, CCM 4.1, IVR 3.5(3). Our customer requires that agent can change own status from NotReady to NotReady. That is to say, they configure some reasoncode for NotReady state, and agent change NotReady(ReasonCode=111) from NotReady(ReasonCode=112), then managers have to know that that agent changed NotReady(ReasonCode=111) from NotReady(ReasonCode=112).

Do you have any idea? It's big problem to me. Help me.

1 REPLY
Silver

Re: [Woops!] AgentState have to chage like from "NotReady" to "N

when an Agent is NotReady [at SCCS] PIM reports OPC as AS_WORK_READY. This is causing

problem in "AgentsReady" in real time data.

AgentsReady [whic is used in MED calculation] counts number of agents who are actively

working, and excludes agents that are logged out, not ready or are about to be not ready. It includes Agents that are AS_AVAILABLE,AS_TALKING, AS_HOLD, AS_WORK_READY, AS_RESERVED. This means it excludes agents that are AS_NOT_READY, AS_WORK_NOT_READY.

Since PIM updated an Agent state ( which is Not Ready at Symposium) as AS_WORK_READY, ICM counted under "Ready" in real time data.This is the design intent of Symposium PIM to update an Agent state of "Not ready" as AS_WORK_READY to OPC. The reason for this was to have a way for the Symposium Agent to indicate that he is doing after call wrap up work --

Symposium does not have an explicit state for wrapup.

Customer should encourage agents must put themselves into "Not Ready Walkaway" state when they are not ready (going on break, etc.)

This url should help you:

http://www.cisco.com/warp/public/78/pg_bouncinglst.html

213
Views
0
Helpful
1
Replies
CreatePlease to create content