Symptom
Image/Data is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.
- When a queue interaction is alerted to an agent who has a status "Ready", if the interaction is not answered:
- it goes back to the queue
- if the above agent is the only one serving that queue, he/she will keep getting the same call over and over again
- affects the reporting and customer experience
- Business requires that:
- the agent be automatically set to "Not Ready" and
- the call not be alerted to the same agent until the agent changes the status back to "Ready"
Read more...
Environment
SAP Contact Center 7.0 with Support Pack higher than SP8.1
Product
SAP Contact Center, on-premise edition all versions
Keywords
Ready Not-Ready CDT status leave available unavailable agent , KBA , CRM-CCI , Contact Center Infrastructure , How To
About this page
This is a preview of a SAP Knowledge Base Article. Click more to access the full version on SAP for Me (Login required).Search for additional results
Visit SAP Support Portal's SAP Notes and KBA Search.