08-23-2012 09:02 AM - edited 03-15-2019 05:22 AM
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
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08-23-2012 09:08 AM
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 !!
08-23-2012 09:08 AM
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 !!
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