SAP Knowledge Base Article - Preview

2520685 - How to automatically set the Agent Status to "Not Ready" when the agent missed a queue interaction

Symptom

  • When a queue interaction is alerted to an agent who has a status "Ready", if the interaction is not answered:
    1. it goes back to the queue
    2. if the above agent is the only one serving that queue, he/she will keep getting the same call over and over again
    3. affects the reporting and customer experience
  • Business requires that:
    1. the agent be automatically set to "Not Ready" and
    2. the call not be alerted to the same agent until the agent changes the status back to "Ready"


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Environment

SAP Contact Center 7.0 with Support Pack higher then SP8.1

Product

SAP Contact Center, on-premise edition all versions

Keywords

Ready Not-Ready CDT status leave available unavailable agent , KBA , CRM-CCI , Contact Center Infrastructure , How To

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