Basing CCPulse Display of Agent Group Status on Available Capacity

[rbeard]

Hi Everybody,

In my lab, agents can accept up to three emails, according to a capacity rule. When an agent gets the first email, his status goes from Ready to Alerting to Inbound. When he acknowledges the email, his status becomes Oubound.

The entire time he is occupied with this first email, if he's the only one logged into the group, the status of the agent group he belongs to switches to NotReady. This is in spite of the fact that the agent is available for two more emails. Note, the displayed agent group status doesn't interfere with routing another email to the agent. This is just a reporting problem.

Is there any way to drive the agent group status off of the capacity rules assigned to the agents in the group? In other words, I'd like to see the group's status be Ready if any of the group members have open capacity.

Thanks,

-Robert Beard