New to UCCX. Coming from Avaya Aura Contact Center. We have some agents that multi-task, like dealing with customers at a front window, talking to a manager at their desks, etc. AACC would allow agent to press NOT READY key when a call was presented while they were tied up doing something else and couldn't take the call. The call then went to next agent READY in the queue. This allowed them to stay ready all the time and only have to hit NOT READY on the occasional time where they chose not to take that call. I can't find a way to do this in UCCX/Finesse. The not ready key in the GUI changes to RESERVED (whatever that means).
Am I missing something or do I have to train them to hit NOT READY every time they're doing something else and hitting READY every time they free up (this will be a lot more button pushing than they're used to).
