UCCE - CAD 8.5(4) Not Ready time and NR code change
I've a query on CAD with UCCE that somebody may be able to help with.
The not ready timer (displayed across the bottom of the desktop) is not reset when an agent moves from one not ready code straight to another. This is different to the behaviour in the supervisor desktop, where the supervisor sees the actual time for that not ready reason code. Is this expected behaviour in CAD? I would assume both timers should behave the same way.
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