Hi all,
I have a quesiton about call presentation class on CCM rel.6 systems. If a call is presented to an agent and it is not answered after 4 rings, it is going to another agent an set is going to not ready . Is it possible to see this situation on any reports? (which agent is not answered, how many times it happens, etc...). And is it possible to assign a not ready reason code for this?
Thanks....
I have a quesiton about call presentation class on CCM rel.6 systems. If a call is presented to an agent and it is not answered after 4 rings, it is going to another agent an set is going to not ready . Is it possible to see this situation on any reports? (which agent is not answered, how many times it happens, etc...). And is it possible to assign a not ready reason code for this?
Thanks....