Changing Reason Code Status and Timer

[TheCardMan]

When an agent gets off a call they go into a not ready state and press a activity code to get them into a Not Ready state with a reason such as ACW, real time display show this and you can tell how long they were in this state. Now, they need to go on break. We have a activity code for BREAK but they have to get out of the "ACW" state before going into "BREAK" so the timer on the real time display properly shows how long they are in that state for. They do this by going from ACW to a IDLE state then quickly press NOT READY and the BREAK reason code. This causes calls to be returned to queue. Is there any other way to go from one NOT READY reason code to another and have the counter reset on the real time display without having to go back into an idle state or logging off?

 

[mte0910]

You do not have to change you actual status (hit the incalls key). Just hit the Activity Code key on the set, enter the new code, the hit the key again. You can change what code you are in as many times as you like without ever actually going ready.