UCCX Agent Status when making a Outbound Call

[charles-moore]

Hi Need a little Help ! Advice with the  Above subject matter.

I have a customer, who is running reports with Historical reporting however the reports do not give a True reflection of Agents status.

i.e. if the Agent makes an outgoing call the Reports show the agent as being not ready.

I would like to know if it is possible to change how this is reported of if it is possible for the agent to add a note when on a call which would be reflected in the Historical reports.

Can we change the state it shows when an agent is on an outbound call to show "Outbound Call" instead of "Not Ready" as it currently shows ?

Cheers

Charles

[Henrik Larsen]

Hi Charles

We have raised the same problem towards Cisco a long time ago. The fact that an agent talking is reported as "Not ready", instead of ex. "Talking Out" is not only a problem in HR, but also in some steps of scripting, since the agent is infact on the system and is anything but "Not ready".

Ex. you could check to se if any agent are logged in to CSQ, before selecting resource. If agents are logged in, you could check to see if number of agent logged in = number of agents not ready. If this is true, then no agents are available to answer call and another CSQ could be selected.

But now since an agent talking is reported as "Not ready" because he's talking, the check for agents logged in = agents not reayd might be true, causing script no to work as intended.

So for many reasons an agent talking should be "talking" and not "Not ready". I haven't heard about any workarounds on this agent state, but I do know that Cisco has been informed on this isseu and did recognise that it would make sense to implement but I don't know when this could happen. If not in verison 8.5, then perhaps in ver. 9.

You might be able to pull something from the DB to show correct agent state, but thats not "out of the box"

Regards

Henrik

[yavuzsab]

Hi Henrik,  I wanted to know if you had received any further updates from Cisco regarding the correct state for Agent on Outbound call? At the moment it always displays Not Ready instead of "Talking" :-(  Would you happen to have feature enhancement request ID?  Thanks Henrik.  -Yavuz

[Henrik Larsen]

Hi Yavuz

No, sorry haven't heard anything further from Cisco other that this apparently is a major change, don't quite understand why. But it would be nice if someone from Cisco could express an opinion on this.

Henrik

[aidan0001111]

The problem i have is that because it is listed as not ready on the supervisor desktop instead of talking, i cannot listen into outbound calls. This is kind of necessary in my role, and probably any other call centre manager

[Gabriel Saavedra]

Hi Charles,

In the Agent State Detail Report you can see the not ready reason code, so if you see a not ready state you can look if the reason code is "32762" which is the reason code when an agent goes off-hook for an outbound call. If the reason code is "32761" the agent is not ready because of an inbound non ACD call.

Gabriel