Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: OXE_4400 on July 12, 2011, 08:24:31 AM

Title: Agent notReady state
Post by: OXE_4400 on July 12, 2011, 08:24:31 AM

I need to manage IRD strategy to wait on Agent/Agent group Selection only if exist any agent in following states: Ready or Busy due inbound/outbound call, but not to wait in case of all agents logged and in notReady state (lunch time,...).
URS option skip_targets=logout eliminate waiting when all agents are in logout, but how eliminate also agents in notReady state ? I can't find some suitable sdata statistics.

Thanks

Title: Re: Agent notReady state
Post by: borkokrz on July 13, 2011, 08:21:00 AM

You can create Custom Statistics in IRD suitable for your case. Just select what you want to count (NotReadyForNexCall states)