UCCX Agent state change for ABR

[ArnoldKern]

Is there a way to automatically change an Agent State from "Wraup" to "Ready" in ABR (Agent Based Routing) for agents with a different time intervals? The problem is "Wrapup" timer is defined globally for ABR while using a CSQ is not an option here.

UCCX 11.5/Finesse

[dekwan]

Hi,

What if you build a custom gadget for the Finesse desktop that uses the Change Agent State API after x time. The timer can start when the agent goes into wrap up state. 

Take a look at the Learning sample gadget here to learn how to use the set state JavaScript API: https://developer.cisco.com/docs/finesse/#!sample-gadgets You can make this gadget take a parameter so that the time interval can be determined in the desktop layout.

Here is the documentation for the setState API: https://developer.cisco.com/docs/finesse/#!rest-services-user/setstatenewstate-reasoncode-handlers

You can also make it a headless gadget so that it doesn't get displayed on the UI.

Thanx,

Denise