Leave agent state as Ready after RNA

[Joe Bohelski]

I know that I can change my UCCX system to leave agents in a Ready state after an RNA and I have some customers that have requested this be changed from the current setting of Not Ready state upon a RNA because when an agent misses a call, they sometimes don't realize it for quite a while and have been in a Not Ready state since the call was missed and their realization that they've been Not Ready.

I like the idea of changing the setting to leave the agent state as Ready when an RNA occurs, but I have a concern which is... If I change the setting to leave an agent state as Ready when an RNA occurs, will the call come right back to the same agent or continue on to another available agent?  I don't want callers getting stuck ringing to the same agent forever if that agent forgot to manually make themselves Not Ready if they're not available to take a call.

[Chris Deren]

Not a good idea as if agent walks away and forgets to make her/himself not ready new calls will keep coming to the agent resulting in large number of RONAs and increased ASA times. I have had few customers wanting to do this in the past but I was able to persuade them not to due to the above reasons. Make sure your customers are fully aware of the potential implications and if they still want it so be it.

[Joe Bohelski]

Hey Chris,

     Thanks for the reply.  Training the users to properly use the CAD is certainly an issue, but would the same call come back to the same agent?  So if I call a queue and the agent doesn't answer, would my same call ring back to the same agent or go on to someone else?

[Chris Deren · Accepted solution]

I don't think it would come back to the same agent right away as I believe the agent go down to the bottom of longest idle (unless you are using most skilled algorithm). However eventually the agent would become longest idle again.

[Joe Bohelski]

Thanks, Chris.  What you said is correct.  And if I have a queue with only one agent signed in or ready, the call (the same call) does keep coming back to the same agent again and again.  Damn.

[Aaron Harrison]

Hi Joe

It's just a bad idea - personally I wish Cisco would make it a per-CSQ setting rather than system wide so at least it can just be trialled and rejected by one department/user group at a time rather than a whole customer.

I've had countless customers try this over the years, all of them end up either a) turning it back to 'not ready' or b) realising they don't need CCX in that particular department

Aaron

[Jakub Stroinski]

Hi Joe,

What we've done is that when the agent misses a call and becomes not ready, he gets a popup on his screen that tells him he's not ready.

This has become very handy in our call center.
 

[Joe Bohelski]

Hi Jakub,

     That sounds pretty good.  Would you mind sharing how you're doing that?

[Jakub Stroinski]

In Cisco Desktop Work Flow Administrator,

Call Center 1 --> Work Flow Configuration --> Work Flow Groups --> default --> CAD Agent --> Agent Management Work Flows

Click on Not Ready, create an action that is of type Agent Notification. Setup the icon you want, the message you want to display etc. Save, apply, tell the agents to reboot their CAD and step back and admire your work :)

[Joe Bohelski]

Perfect!  That'll work for us too.  Thanks man.  Beer for you!

[Jakub Stroinski]

:)