UCCX - ACD how to customize status for agent example: lunch

[ecebreros1]

Question was possed, in ACD application the default status is Not Ready, Ready, Talking, Work and Reserved, can there be a way to customize one of those options to show, Lunch or some other status?

[Aaron Harrison]

Hi

Yes - you can create 'reason' codes for the 'not ready' state so that they must select 'lunch', 'break', 'sneaking off for a cigarette in the bathroom' etc and that will show up in reports and the Supervisor etc.

If you are using CAD, then install the 'Desktop Admin' plugin from the plugins page where you find the agent, and configure them there.

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf (guide for8.5, but not changed much - page 48 on)

Aaron