A customer would like to be able to report on an Agent's Average Ring Time, i.e. the time their phone is ringing before the agent's answer the call.

Some agents are currently waiting for nearly the RONA timer to expire before answering the call, and they need to change this behaviour.

Moving to auto answer is an option, but leaves the issue that a agent moving from their desk and forgetting to move to Not Ready.

What about using "Agent_Skill_Group_Interval.ReservedStateTime" ?

Regards,

Gerry

I am on leave from 1-Nov to 11-Nov.
Please kindly contact my supervisor Jessie Chan by 2903 7310 in case there is any urgent matter.


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