08-29-2012 03:19 PM - edited 03-14-2019 10:26 AM
Hi folks,
There are two vaiables in Formula editor's Skillgroup vailables ICM named as Avail and Ready. I want to know what is the difference between Agent Ready State and Agent Available State.
As per my understanding, Agent Available State refere Agent is either in Ready or WrapUp Mode while "Ready" refers only Agent in Ready State. Confirmation Required.
Thanks
08-29-2012 07:55 PM
Hi Sheeraz,
Please refer the section "Agent States" from page 42 onwards in the below link.
Ready -> You are available to receive ACD calls.
Not Ready-> You are not available to receive ACD calls.
Work Not Ready-> You are completing work from a previous call, and are
unavailable to receive ACD calls. You change to the Not
Ready state when:
• You enter wrapup data (if enabled by the system
administrator)
• A timer set in the ACD expires (if the ACD uses this
feature)
• You manually change state after you enter wrapup
data
Work Ready-> You are completing work from a previous call, and are
available to receive ACD calls. You change to the Ready
state when:
• You enter wrapup data (if enabled by the system
administrator)
• A timer set in the ACD expires (if the ACD uses this
feature)
• You manually change state after you enter wrapup
data
Hope it helps.
Anand
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08-31-2012 03:55 AM
Anand,
Basically i was pointing towards Skillgroup vairbales which we use in ICM scripting. With my hands on experience i found "Avail" variables includes Agents who are in Ready state and waiting for call (in other words IDLE state) while "Ready" vairables includes the agents who are in Ready or Work Ready State or even in Talking State.
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