06-07-2016 02:42 AM - edited 03-15-2019 06:19 AM
Hi All,
We have incident in our Cisco Finesse when one of the Agent is claiming that she experienced the scenario where she is currently on "Not Ready" state when suddenly the state automatically changed to "Ready"
She never ticked anything but was automatically changed to ready, thus a call was routed to her. She claims that this has been happening for several times already. Hope you can help us clarify if this is possible and what logs should I gather to check.
What could be the reasons why this is happening. Currently there are two Agents reported that experienced this.
Based on the attached screenshot the issue experience 1:57 PM. Kindly see attached.
06-07-2016 05:17 AM
If you will notice the valid state transition for the Finesse Agent in the report that you attached is:
Ready
Reserved
Talking
Work
However, in the problematic one it is like below:
Ready
Reserved
Talking
Not Ready with a Reason code of 18
Check with the agent that at what point she is pressing Not Ready during the call or when it had been ended. Also confirm with her that she is not doing anything with the headset or phone during the time she is in Not Ready. Please remember that Supervisor can also set an agent to Ready might worth to check that aspect as well.
You can collect Finesse logs from RTMT for this.
Regards
Deepak
06-07-2016 09:17 PM
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