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UCCX Supervisor CAD question

Curtis Fuentes
Level 1
Level 1

                   Hi All,

                            I have a call center manger that uses cisco supervisor CAD to manage the agents states. At times it get real busy and as you know when you are on a call and you get a new call the agent is marked not ready. Is there a way to change multiple agents state with the touch of one button.

Thank you

1 Accepted Solution

Accepted Solutions

anchoudh
Level 9
Level 9

Hi Curtis,

No, Supervisor has to select the individul Agents and force them to go to Ready\Not Ready state.

Agents can go to Not-Ready state by themselves or while answering the non-ICD calls. They will go to Talking state only when handling the ICD calls.

Hope it helps.

Anand

Pls rate helpful posts !!

View solution in original post

1 Reply 1

anchoudh
Level 9
Level 9

Hi Curtis,

No, Supervisor has to select the individul Agents and force them to go to Ready\Not Ready state.

Agents can go to Not-Ready state by themselves or while answering the non-ICD calls. They will go to Talking state only when handling the ICD calls.

Hope it helps.

Anand

Pls rate helpful posts !!