Agent Status After RONA

[ln33147]

Hello,

This is regarding a UCCE environment version 12.0

We have noticed that after RONA, the agent status is set to "Call Not Answered" instead of "Not Ready".

Is this the default behavior on UCCE? and can we change it to "Not Ready"?

Thanks in advance.

[david.macias]

This is by default to diferenctiate a missed call from Not Ready. No can't be changed by default. Maybe a custom gadget can do what you're looking for, but I would challenge why you would want to do that. Even with a custom gadget your agents would still run through the same states Ready->Ringing->Call Not Answered->Not Ready.

david

[ln33147]

Thank you David. I noticed that this is not the same on PCCE 12.0 where we have an option to choose what should the state be after RONA (Ready or Not Ready).

[grebac.2ring]

Our customers usually request that we notify the agent that goes RONA first - so we pop a toast alert on top of all the application windows saying that a call was missed and agent needs to go back to READY. So when s/he comes back to her workstations, it is clear that "something is not right." Also, if agent stays in RONA for longer than X, a notification (toast alert, email or IM message to webex or MS teams) goes to the group of supervisors pointing out that agent X has been RONA for X seconds/minutes. This is available via 2Ring Gadgets for Cisco Finesse. The workflow is also able to force agent to a desired state, so automatically change his state, but you would not want to do that right after they went into RONA.

[garthman1]

Agree with David, and thanks for the info on 2ring - no excuses on a RONA now