CUCCX 8.5 : Can we distinguish Not ready and logout state of Agent
In CUCCX 8.5 : Can we distinguish Not ready and logout state of Agent?
Just wanted to check in below scenario, Can we tweak this using any script parameter? Presently Not Ready, and logouts are treating as same.
## If a call comes through (at any time) and 1 or more agents in logged ON, but all logged in agents are NOT READY, send the call through and force a pop up on the screens of the not ready agents that there is a call coming through (so they can switch to ready status and pick up)
## If a call comes through (at any time) and no agents are logged ON, direct the call to the after hours greeting which allows the caller to press 1 to leave a message, or press 2 to be forwarded to after hours
CUCCX 8.5 : Can we distinguish Not ready and logout state of Age
You can get the login count for a CSQ and the number of agents ready, not ready, talking, work and reserved (which should equal the logged in count)
The problem comes with not ready. An agent will go not ready if they are on a non ACD call, for example they are on an outbound call or someone has called them directly. They can also be not ready if they have selected not ready. So you can't tell the difference from a script.
So if you just have a not ready count on your CSQ you cannot tell if any agents are on a call and will become ready soon or they have all gone home and forgotten to logout.
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