Default to 'Work Ready' instead of 'Work Not Ready' mid call

[Nick Horman]

We have wrap up time set to 15 seconds. We want to force Agent to 'Ready' after a call (after wrap up) with no interaction from the Agent mid call. I.e. not having them manually clicking Ready or Work ready mid call.

In other words, we want the default State to be 'Work Ready' mid call. Currently, State (mid call) by default is Work not Ready.

Any assistance much appreciated.

In Work Flow Administrator:

'Enable Wrap Up Data' is selected
'Enable Automatic State Change' is disabled
No 'Actions' are enabled

[nathanjgrace]

The states should be:

- Ready

- Reserved (while phone is ringing)

- Talking (while on a call)

- Work (for 15 seconds)

- Ready

Are you seeing the state switch from Work to Not Ready?  Are you certain the agent is not manually making themselves not ready?  Do you have Not Ready codes turned on in CDA?

Is it possible they are going to Not Ready because of Ring No Answers?

[Nick Horman]

Thanks for your response. We are using a test environment (Work Group) and test Agent.

There are four Agent States: Ready, Work ready, Work Not Ready and Not Ready.

In the CAD, all of these buttons are visible to the (test) Agent.

By default, assuming the (test) Agent doesn't select anything mid call, the default State is 'Work Not Ready' when the call drops in and for the duration of the call.

We want to change that default state from Work Not Ready to Work Ready when the call drops in.