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UCCX 8.0.2 - issue with Timer Action from Work state to Ready state

ricardo.1
Level 1
Level 1

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

2 Replies 2

ankitaja
Cisco Employee
Cisco Employee

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

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