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Created by: Richard Rhinehart on 10-01-2012 02:51:57 PM Hi, I was wondering if there is an easy way to create a Ready-Idle state that would serve much like work-ready except that an agent could receive calls. Regards, Rick
I was wondering if there is an easy way to create a Ready-Idle state that would serve much like work-ready except that an agent could receive calls.
Regards,
Rick
How is that different from Ready? Work ready only means that you are unavailable until you go ready again manually or the timer expires and you are sent to ready vs work-not ready which makes you not ready when the time expires. What am I missing? Ready means you are idle until a call comes thus Ready-Idle.
Subject: RE: Ready Idle Replied by: Richard Rhinehart on 10-01-2012 04:19:53 PM I agree there is not much difference here from ready vs. ready-idle with the exception of the ability to report on the time that is spent "working" in this Ready-Idle state. I've made the argument to report on ready time for this, however that may not be good enough, so I am looking to see if there are any good ideas or if anyone has had success with something like this.
I agree there is not much difference here from ready vs. ready-idle with the exception of the ability to report on the time that is spent "working" in this Ready-Idle state. I've made the argument to report on ready time for this, however that may not be good enough, so I am looking to see if there are any good ideas or if anyone has had success with something like this.
There is no reason you can't fudge that information. I mean depending on where you want to report it. If it's not on the supervisor desktop you can make a "Ready-Idle" button next to the "Ready" button that does exactly the same thing but marks a bit somewhere that you want to report. It kinda depends on what you call working. If it is only left up to the agents to click buttons or whether they are actively using different programs or typing etc. You can measure activity the same way screen savers do for that. But if you have a RI button that they hit until they are done and then hit the R button the button doesn't really do anything but stop the timer and allow you to report that somewhere. How is up to you. You might even be able to piggy back that information somewhere in the ICM agent object or attach it in a hidden call variable on the next call and total it at the end of the day. Whatever the point is that you can do some variation of what you want through trickery.
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