UCCX - Agent Not Ready - Would like to send an email when time in state is 15 minutes or longer.

[jamize]

We have received a request from a department to receive an email notification if an agent is in Not Ready for 15 minutes or longer.  My initial thought is to do this through the script, however, if multiple calls come in, they would receive multiple emails for each agent in that state for that time.  My second thought is whether this could be done from the Cisco Desktop Work Flow Administrator under Events, Not ready, Rules, Actions.  I'm just not sure how to do that if it is possible at all through the Work Flow Administrator.

We are running UCCX 9.x.  Any assistance is appreciated.

jam

[Anthony Holloway · Accepted solution]

Keep in mind that anything you do in CAD, will likely not work in Finesse, and you're more than likely going to be upgrading to Finesse soon, because UCCX 9x is End of Life in 12 months.

For your script based solution, you could hold a global session object, which each script execution could read, track, and act upon any Agents who have been Not Ready for 15min+.  With this solution, you could flag the Agent as having been emailed, and not email any further.

I would recommend using the Trigger Application step, so you can mark it as asynchronous.