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New Member

Force Agent Desktop to Ready?

Is there a way to force a agent desktop to a ready state after a certain amount of time (i.e. 3 minutes?). We are having a problem that agents are not going to a ready state after wrapping up the previous call. Generally becuase they don't feel like taking any more calls. We want to force them into a ready state to take calls.

Using ICD 4.3 & Agent Desktop 4.2.0.16

2 REPLIES
Blue

Re: Force Agent Desktop to Ready?

Unfortunately not at this time.

New Member

Re: Force Agent Desktop to Ready?

Not out of the box, no. However you could customize the desktop application to do this for you. A timer could be started when the call ends that sends a ChangeAgentState request at the end of 3 minutes. Not trivial, but certainly doable.

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