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.
Is there a way in UCCE with using an admin script maybe using the email application in Call Studio to send out an email? I know in UCCX you can send out an email if the script were to fail but is there a way to do it in UCCE? Any help would be great!
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