05-26-2011 01:52 PM - edited 03-14-2019 07:59 AM
Hi, we configured a Timer Action to change the agent's state to Ready if the agents has been in the Work state for 15 seconds but sometimes there is agents with more than 15 seconds in Work state and if the agent don't press an option in the pop up menu of wrap up data, your state don't change to Ready state. How can I resolve this?
Any help will be appreciate,
Regards,
Ricardo
05-27-2011 10:59 AM
Hi ,
Is it just happening to some particular agent that there state wont change or random users ?
Also, if its happening to same users does it happen everytime or intermittently?
Where have you made the timer chnages? In CDA?
Thanks
Ankita
05-27-2011 11:47 AM
Hi Ankita, thanks for your reply. The agent state change is happening in random users in a intermittent way, in the same agent works fine and wrong. I made the timer configuration in the CDA.
Thanks,
Ricardo
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