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?
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.
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The short answer is that you don't.... That isn't entirely true while at
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Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...