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New Member

Work state

Hi,

I need to know if it possible for a supervisor to force an agent to becomes in Work state ?  I did a few test and it seams that is not possible for the supervisor to do that manually (on demand).

I know that we can program automatic Work state and define wrap-up time in the CSQ but my customer wants the supervisor to be able to change an agent state to becomes in Work state sometimes.  This way in the report, he can see how many times the agent was in Not Ready vs Work state.

Thanks,

1 ACCEPTED SOLUTION

Accepted Solutions
Green

Re: Work state

The "work state" is really shorthand for the "after-call work state" and you should only be able to get there when an active call you are handling terminates.

What does the customer think it means?

Regards,

Geoff

4 REPLIES
Green

Re: Work state

The "work state" is really shorthand for the "after-call work state" and you should only be able to get there when an active call you are handling terminates.

What does the customer think it means?

Regards,

Geoff

New Member

Re: Work state

The customer want to get different state in the Historical Report and want to be able to modify that state manually.  If it is not technically possible, he will live with that.

VIP Super Bronze

Re: Work state

The supervisor should have the same options as the agent. An agent can only select the Work state button if they are on a call. You cannot arbitrarily enter a work state while sitting in a Ready or Not Ready state. Give it a shot while the agent is on a call and see what happens.

Also note, at least in CCX, the reason code logged whenever a supervisor changes the agent's status is different. This may work to their advantage or disadvantage because the supervisor cannot select not ready reason codes on behalf of the agent.

Please remember to rate helpful responses and identify helpful or
New Member

Re: Work state

Hi,

I tried differents ways and supervisor never been able to change the agent state to becomes in work state.  He can change the Work state to ready state but not the opposite.

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