Get Reporting Statistic - Not Ready Resources

[jeffmcq12]

Hi All - I have a script that currently checks for LOGGED IN agents .. If there are none, it goes to a voicemail. We have agents all over the globe and unfortunatly some stay LOGGED IN, but in a NOT READY state. Therefore the call goes into queue, and not routed to the voicemail.

Does anyone know, if I change the "get reporting statistic" to look for NOT READY agents, vs. LOGGED IN agents, does it consider agents on a call "not ready"? Or will it look for agents that specifically put themselves into a NOT READY state?

Thanks

Jeff

[Pablo Leiva]

Hello Jeff, the agents on an active call will not count for the Not Ready state. When receiving the call (ringing) they will be placed in Reserved state; while the call is connected they will be in Talking state and after the call ends they could be placed in Work state for a while.

HTH

Pablo

[Clifford McGlamry]

Agree with Pablo.  I've dealt with this before.

You need a concatenated AND statement:

if (agents in talking state = 0) and (agents in not ready state =0) and (agents in work state =0) and (agents in ready state = 0)  THEN go to voicemail.

Cliff