UCCX 8.5: Alert agent if not-ready exceeds duration?

[Harrysantos]

Hello!

Is there any way to do the following:

If an agent goes to "not reday" and a special reason code, lets say "break",

he has a predefined timeframe for that reasoncode. E.g. the break has to be 10 minutes max.

If the agent exceeds the 10 minutes, we want to give him the infomration in some way.

Alert, pop-up-window, ... whatever works!

Any ideas how we can implement this?

We are working with UCCX 8.5.(1) and Agent Desktops.

Thank you in advance!

[Chakshu Piplani]

Hi Harry,

I'm not sure about pop-window for specific reason code.

But this can be achieved for Not Ready be it any reason code.

here is the screenshot how this can be achieved:

You need to lauch Cisco Desktop Administrator plugin and create the following:

Once you have sucessfully created the following add the user to the workflowgroup (as per the screenshots, out work flow group is test).

In CCX navigate to Cisco Desktop Administrator, select the desired workflow group and save.

Let me know if you have any questions.

[Harrysantos]

Thank you for the great explanation!

It works, but I have one problem with this solution: The Message will pop up for every kind of not-ready RC.

E.g. an agent is on a training or an agent is away for lunch, he will get the reminder as well.

I only want to send the message to agents, who are in one special RC, this is the problem.

[Chakshu Piplani]

I dont think, it possible for specific reason codes.