Oceanic®

Not Ready

Fig. 1 - Setup and Talk Properties

During this state, agents are logged in to a campaign but unavailable for taking calls. Typically used for quick tea and comfort breaks, The logged in time for an agent continues to accumulate during this time.

Oceanic® rotates agents through the not ready pool, using the percentage for not ready time specified here (Fig. 1). You will notice some marked differences in the not ready time being recorded for different agents at the start of a campaign. These will become less as a campaign progresses.

You can use this parameter to record longer breaks if you wish, but note that agents will be cycled through the not ready pool at random, and all the break time will be accounted for as logged in time, but not ready, in the Agent Summary.