prevent agent to change state from reserved outbound to ready

[azizshaik]

Hi,

In finesse, can we prevent the agent from changing their state from reserved outbound to ready or go in to Aux.

we have a few agents that are abusing the system and avoiding the calls by going from reserved to ready.

any ideas or suggestions would help.

Thanks

Aziz.

[Marek (gaman-gt.com)]

Hi Aziz,

As far as I know, UCCE doesn't deliver out-of-the-box solutions for your problem. If you are using Cisco Finesse as a desktop for your agents, I think that you can achieve your goal using a custom gadget.

How it should work:

• The gadget has to monitor the agent state (needs to subscribe to user change state event)
• If the state matches the state for outbound reservations, the gadget should remove the Ready/Not ready button from UI. As FInesse is web-based UI it can be achieved adding/removing visibility property (or JQuery function .hide())
• As the UI will not have the buttons - agents will not be able to change its state.
• When the CTI forces to change the state - then the gadget should restore the button to UI (JQuery function .show())

I (with the team) did something similar but we have replaced the call "End" functionality on the UI with the transfer feature - on Finesse 11.5. Here a reference video how it works: https://youtu.be/6iemW7RrxHQ