Finesse - Not ready code priority over Off Hook

[tom.miller1]

Hi

Currently trying to work on a few reports via CUIC and want to report on Off Hook codes.

However I have noticed that when an agent is in a Not ready state (one of the custom codes) and go to place an outbound call they do not get placed in an Off Hook state which doesn't give a true value of the Off Hook / outbound calls to that agent.

Anyone know why this is or how to get around it? or even to force to have the Off Hook state override the Not Ready state.

Cheers

[Mark Swanson · Accepted solution]

CUIC isn't exactly real-time reporting, meaning, if you run the 'Agent State Detail Report'... it should reveal the previous status and duration for each agent. It doesn't report the agent's current status because technically, the event hasn't ended yet, and the duration hasn't been determined yet.

Reason Code 32762 represents the AGT_OFFHOOK status.

Which version of UCCX do you have?

What reports are you running exactly?

And, are you running these reports during or after the agent places an outbound call?