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New Member

'Work Not Ready' - 'Work Ready' states in UCCE

Hello all,

I've noticed that my Skill Group and Agent Skill Group dont show the real WorkNotReadyTimeToHalf and WorkReadyTimeToHalf data. The agents are constantly using these buttons on their desktops but all I see is a few seconds on the reports. I also track these events on Agent State Trace table so they do use these buttons very frequently.

Is there something that I forgot doing on configuration?

Thank you in advance

6 REPLIES

Re: 'Work Not Ready' - 'Work Ready' states in UCCE

Not sure if I followed you completely. Is this happening on webview? or?

New Member

Re: 'Work Not Ready' - 'Work Ready' states in UCCE

Both, since I checked the DB, I'm sure it's the same on Webview

Cisco Employee

Re: 'Work Not Ready' - 'Work Ready' states in UCCE

Might be CSCsa27237. What is your running ICM release? Did you try going for the latest SR already?

Regards,

Riccardo

New Member

Re: 'Work Not Ready' - 'Work Ready' states in UCCE

If the agents works whit multiples skills, an agent may be in workready state for a skill and worknotready for another.

Green

Re: 'Work Not Ready' - 'Work Ready' states in UCCE

>If the agents works whit multiples skills, an agent may be in workready state for a skill and worknotready for another.

I don't think that's possible.

Regards,

Geoff

New Member

Re: 'Work Not Ready' - 'Work Ready' states in UCCE

Thank you all,

I opened a TAC case last week, I checked out the bug, I will try the workaround tomorrow. I really hope the workready-worknotready time is calculated in the overall Handle time. I just need custom reports then.

Will keep you updated.

Thank you

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