Agent Status (pending) in WDE

General Discussion
1

Hi ,

I have a query on the WDE UI Display view on the Agent Status at channel level and Global Status.

Say if there is a work item being handled as soon as the work item is accepted , we set the agent Status to Not Ready.

In ICON Events we could see only NotReady being tagged.

However in UI , when we click channels or hover over the global status it shows as NotReady(Pending) . Where is this pending taken from ?

Could anybody shed some light on this ?

2

Hi,

Could anybody help me on this ?

3

What says log?

4

what’s configured in your agent status - enabled actions ?

Check use-pending-work-mode option in T-server

  • With value true, T-Server will request a “Pending Work Mode” change, for RequestAgentReady and RequestAgentNotReady, as opposed to a regular work mode change.
    -This functionality potentially allows the switch to perform a pending work mode state change while agent is on call.
  • Plus test these Outbound options along with TServer option “use-pending-work-mode”
    outbound_answer_action=hard_not_ready
    outbound_release_action=hard_not_ready
    record_processed= true
5

He’s talking about work item, not sure TServer options will help :wink:

“Pending” in WDE is only to advise the agent that after the current interaction, it will set the agent in the selected mode. (In the current case, NotReady)
I could be wrong, but this is what I saw with IWS 8.1.4x and I don’t think it changed with WDE (8.5).
Look at the log and make some test, I believe WDE will send another event to IXN Server (and ixn to ICON) when the interaction is marked done.

On the other hand, why are you setting the agent status to NotReady when he receives a Work Item ? I don’t see the benefits of that.
(Play with capacity rules instead of agent status should help your business needs)

Hope this helps.
Cheers.

6

If you are active in call , WDE will show “Pending”. It will change to ready or anyother state which you choosed when u release the call. Hope this helps

7

Thanks All

@N3vek7 - True , Capacity rules are ideal solution . Unfortunately we are running on different stat server connected to T-server and IXN server. So Capacity rules doesn’t apply properly when agents have both media . So for time being we are going with this solution.

@livinginnj - Yes that is how WDE works.. Will the Pending be captured in any ICON logs ? obviously I am not seeing any IXN logs /T-server logs with pending . How does WDE interprets that Pending?

8

“pending” is not an official agent state. It won’t be reported in GIM (i.e. not captured by Icon). Actually, it won’t be reported in any oob reporting solution.

9

It will not be captured. Also the timer which u see also is at desktop level only