Scenario:
1. Agent is in 'available' state in Interaction Desktop.
2. Agent receives a call, as agent was in ready state
Now, if I open ICBM --> create new view --> Interaction Supervisor --> 'workgroup directory' view
In this 'workgroup directory' view, agent status reflects as 'available' when agent is in 'available' state in interaction desktop.
And, when agent receive the call and in middle of conversation with caller. Even at that moment, 'workgroup directory' view shows agent status as 'available'. This is confusing for supervisors. As agent is on call with customer but ICBM shows that agent is available.
Any workaround to fix this?
#Reporting/Analytics------------------------------
Rahul C Tyagi
Accenture India
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