Calculating - Work While in Available State - using Cisco or another way?

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Workforce and Command Centre Manager

Anonymous

Calculating - Work While in Available State - using Cisco or another way?
Currently have a challenge -

Background

We have a lot of agents who are doing work while in the available - ready telephony state.

However this means they are not using the not ready codes to capture the time they are sending dealing with transactions / interactions. The agents need to be in a ready state to take the calls, due to small volumes / small teams with unique skillsets.

What I would like to know is, whether there is a way to use a sub code or something in Cisco to be able to measure those transactions?, and not stop incoming calls?

We do not have a wfm tool.

Have you had a similar problem?, and how did you overcome this?, did you try something else?

Thanks

Tim

Hi Tim, I'm ...
Hi Tim,

I'm familiar with Avaya rather than Cisco but Avaya has a concept called Interruptible AUX. This allows agent to be in AUX (not ready) but be requested or forced available based on certain criteria such as calls in queue or oldest call waiting.

I know that's not exactly what you described for but it's a similar effect. I'd be surprised if Cisco don't have a similar concept.

Hope you find what you're looking for.

Cheers,
Craig

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