[cisco-voip] CAD Timers for breaks

[Brian Meade]

I've done this with CUIC with the live data reports using thresholds to
highlight agents that have been not ready for too long.  As far as emailing
or any other type of alerting when the threshold is hit, I'm not sure it's
possible.

The Finesse API would allow you to poll for agent state and
stateChangeTimes but you would need some sort of script running to pull
this info periodically and do something with it.  It's also Finesse only so
you'd have to migrate.

On Tue, Dec 27, 2016 at 3:06 PM, Ben Amick <bamick at humanarc.com> wrote:

> So I received a request from some of my supervisors – they’re irritated
> that they constantly have to police users when they go over on time for
> breaks, lunches, etc. I’m looking for a way to have it so that after 15
> minutes, CAD will alert either the user or the supervisor that X should be
> back from break, but they aren’t, so on and so forth, or even just shove
> them back into ready status after a timer expires (like the work timer, but
> for a not-ready status). I tried creating this, but the only method I could
> find was the a command that while accomplished the goal, it also seems to
> accomplish the function of “lock CAD up for the entire duration and make it
> able to do absolutely nothing”
>
>
>
> Anyone have any ideas?
>
>
>
> *Ben Amick*
>
> Telecom Analyst
>
>
>
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