UCCX 10.6 Not Ready - mixed mode

[aaron.banks11]

If an agent puts themselves into a not ready state manually, is there a timer that can be set to put the agent back into a ready state if they do not (eg they forget)?  The environment is mixed mode - both Finesse and CAD are being used.  I think with CAD this *may* be accomplished through CDA but am not sure with Finesse.

[Aaron Harrison]

Hi

No... it would defeat the point of the 'ready' state. 

The best ways to deal with this are:

- User training

- Supervision - via supervisor console, or otherwise

- Wallboard - show total ready count, or even display state of individual members of the team there, or as a web gadget in CAD to 'name and shame' team members who are 'not ready' so that the team can supervise themselves...

Aaron

[Deepak Rawat]

Your understanding is correct that it is possible to push an agent into Ready state after a certain condition is met (lets say Not Ready time is more than 60 seconds etc) within CAD. However, there is no such provision with Finesse Desktop yet. That being said, only option available is that the supervisor should closely monitor their agents and set them to Ready when and as required.

Regards

Deepak