So i’ve set a threshold for when an agent is over 20’ break time. But If the agent was already in another not ready code before that, ccpulse wont wait 20’ on break before highlighting agent’s reason.
Anyone knows how to make the ActionDelay function to be based in current status and reason together?
This is what i get from the genesys guide: “To obtain the correct time duration when Current Status and Reason are coupled together, you can configure your statistic to use the CurrentTime statistical category with a specific status mask that is filtered by a specific reason”
No idea on how to do that :-\