I have a customer that typically only runs 1-2 agents in a queue at a time. These agents are constantly off doing other tasks. One thing that they complain about is that when they get back to their desk, CAD is in "Not Ready" due to a call having rung to their phone. I know that this is far from an ideal setting for a Call Center App to be running, but, I had an idea.
Anybody have any idea if I could ring the agent's phone, pull it back on RONA, but instead of making them not ready, stick them in a "Work" state for 30 seconds or so, them make them ready again. I am not worried about the reporting aspect of this app. They are not running reports on the stats.
Any thoughts would be greatly appreciated.