SAP Knowledge Base Article - Preview

2520685 - How to automatically set the Agent Status to "Not Ready" when the agent missed a queue interaction


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  • When a queue interaction is alerted to an agent who has a status "Ready", if the interaction is not answered:
    1. it goes back to the queue
    2. if the above agent is the only one serving that queue, he/she will keep getting the same call over and over again
    3. affects the reporting and customer experience
  • Business requires that:
    1. the agent be automatically set to "Not Ready" and
    2. the call not be alerted to the same agent until the agent changes the status back to "Ready"



SAP Contact Center 7.0 with Support Pack higher than SP8.1


SAP Contact Center, on-premise edition all versions


Ready Not-Ready CDT status leave available unavailable agent , KBA , CRM-CCI , Contact Center Infrastructure , How To

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