Scott, Apologies - with CCE (and Finesse) it is possible to change the agent state into Wrap-Up Pending while talking with the customer, but this is not possible in CCX. With CCX it is possible as Ratish has outlined. You can configure CCX to automatically move you into Wrap up at the end of the call. And you can configure a timer to automatically set you back into Ready State after a certain amount of time (or have it disabled, where the agent must manually move themselves back into a ready state). What might be the best option for you, is to enable "Automatic Wrap" in the CSQ config. (so agent will go Wrap automatically after the call is completed) and set a Wrap Timer of 10 seconds. So if the agent needs more than 10 seconds, then can select a Not Ready Reason Code of "Not Ready - Follow up" etc. But if they do not manually select a Not Ready Reason before 10 seconds, they will go back into Ready State Automatically. Depending on your contact centre, you might want to leave the wrap timer to disabled (manual) or 10 or 30 seconds etc. Gerry
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Look at section "<id>myHistory</id>" in Finesse Desktop Layout. It will have live data report links to call history and state history. Here you have to update your CUIC / Live server details from where data will be fetched and populated on Finesse. But first you need to add Liva Data sources into CUIC and make sure you are able to run Live Data reports.
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