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Old 05-11-2015, 10:13 AM
billil billil is offline
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Unhappy Signed On Agents ?

I have 1 agent signed on in a particular agent group. I want when the agent is logged out for the calls to go to one destination and when logged in but on break to go to another destination. I am finding that the system is treating an agent who is on a break as though the agent is not logged on at all. The q display under total logged on agents goes to 0. Has anyone found that and is that normal behaviour? It is affecting my ability to make the calls flow as the customer desires?
Thanks in advance!
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Old 05-11-2015, 11:22 PM
marquardt marquardt is offline
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Default Agent set a break time

If an agent sets a break time (e.g to drink a coffee), then the agent is signed off from all agent groups. The is the usual behavior. If the agent ends the break time then the agent is automatically signed on all appropriate agent groups.
You can check in the call flow, if an free agent is available.
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Old 05-12-2015, 05:36 AM
kgerhold217 kgerhold217 is offline
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I think what they are looking for is a way to determine the agent signed on status to the application not the agent group. Since the LoggedOn(AG) is to determine the agents state with the hunt group. Is there a way to track the number agents logged into the client applications.
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Old 05-12-2015, 05:52 AM
billil billil is offline
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Correct and thank you for your input! If an agent is not logged in during normal working hours we want the calls to go to an external destination - i.e. reception. If they are logged in but on break time it would be assumed the agent is at work and just not available at that point. This flow would go to a IVR wait treatment with options rather than an external destination. Only being able to use agent free means every time an agent takes a break between calls, the calls will go to reception .....
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Old 05-14-2015, 08:54 AM
billil billil is offline
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Thanks to KGerhold217 who provided input to try:

agentLoginState("Dan DSouza") > als_loggedoff (Dan DSouza being the agent name I was checking the state of)

Pause/break is a higher value/greater than (4) than the value of logged off (1), so the system treats the call based on this rather than whether they are signed on or not

It's unfortunate that we have to script for this condition that is the norm in other products. But, it works!
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