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  • 1.  Simplification of Not Ready codes

    Posted 01-29-2019 06:36
    Hi, 

    We defined Not Ready reasons on 'Master level' and on 'Channel level' . Some Not Ready reasons are applicable for all channels (like Meal) but we noticed some agents still select these on Channel level. This leads to non logical combinations were a user is for instance on 'Not Ready Meal' for Voice and on 'Not Ready Channel dedication' for channel e-mail.
    Hence, I would like to simplify and work out a solution where on Master level most of the Not Ready reasons are available and where on Channel level only few Not Ready Reasons are available. Most important trigger to keep few Not Ready Reasons on channel level is channel dedication. For mail dedication the agent needs to be able to receive mails and being Logged in but not ready for Voice in order to perform Outbound calls. 
    It looks like the standard Intelligent Workspace Edition can not handle this. 

    Anyone some suggestions how to tackle without old school workarounds of skill management ?

    Cheers
    P
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Philip Leenders
    Agoda Thailand
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  • 2.  RE: Simplification of Not Ready codes

    Posted 01-29-2019 12:16
    Phillip,

    The terminology you are using is not familiar to me. Are you sure you are not using PureEngage or PureCloud? This forum is dedicated to the PureConnect (formerly CIC) product. You may have more luck finding an answer to your question in the forum dedicated to the product.

    HTH


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