01-07-2020 05:03 AM
Hello
Is there a way to change the state (i.e not ready-afterwork) an agent has set manually within a UCCX 11.6 script to ready after a certain amount of time?
The goal is to change the agent to ready automatically if the duration in a certain not ready(reason code) state is too long.
Regards
Peter
01-07-2020 09:45 AM
Hi Peter
I think that the easiest way to fulfill your requirements is to use custom Finesse gadget. In attachment, you will find a sample gadget code that I have used in the past for UCCE but it also should work for UCCX (it only monitors the user state).
The gadget has a configuration file that looks like this:
var GadgetConfiguration = { // Rason code definition reasonCodes: [ "Break", "4" ], // Timer readyTimer: "5000" };
reasonCodes - defines array of reason code that trigger the timer (you can pass the name as a reason code name (case sensitive) or via a reason code number)
readyTimer - defines timeout for reason code change (how long to wait until that state should be auto changed)
01-08-2020 12:34 AM
Hi Marek
Thanks!
I'm absolutely not familiar with 3rd party gadgets and how to implement them. Do you have a guide what I have to configure to get this gadget up and running.
Regards
Peter
01-08-2020 01:09 AM
Here you go. It's a generic document but it should help.
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