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Vic

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After Call Work State and SB
« on: January 01, 1970, 12:00:00 AM »
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Hi,

can someone please tell me how to be able to distinguish between Loggedin and not ready AND AfterCallWork?

I was trying to use custom stats definitions in Strategy Builder, by select CurrentStatus, AgentState, and AfterCallWork , but it would always return 0!!! Help! :)
Vic
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Marked as best answer by on May 02, 2025, 03:36:09 AM

Josee

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After Call Work State and SB
« Reply #1 on: January 01, 1970, 12:00:00 AM »
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    • I hope it will help, but I think that the Meridian switch do not support the AfterCallWork. Only the NotReadyForNextCall. You can see it in STATUS Table, Status field. You will see 8, but not 9.Or if you see it some times, the way it is used, you cannot do anything with it.For Genesys, after an Inbound Call, usually the agent is in state "after call work", but for the switch, he is ready or not.

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    Vic

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    After Call Work State and SB
    « Reply #2 on: January 01, 1970, 12:00:00 AM »
    Josee,

    I got it to work. Sorry for not clarifying it earlier, but PBX is NEAX...

    As for the getting status, for some mysterious reason, I was able to get stats using the same line I tried to use before:

    Category: CurrentTime
    Subject: AgentStatus
    Actopm Mask: AfterCallWork

    Now, the question of the day is when should I be using DN Action? Agent Status? Also why can't I use CurrentState under the category section?

    Vic
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