Author Topic: multiple pauses events  (Read 347 times)

emel_punk

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multiple pauses events
« on: December 09, 2017, 22:31:25 »
Greetings

I need to handle several pauses events on queue_log  at the same time on QM, our software is handling a pause while the agent is on a call, called "on a call" and will have a page, and will not be able to receive calls until the page has been successfully submitted.

The problem is when an agent need to pause to go to break, and does it during a call to ensure the system doesn't send him a next cal. The unpause event received first will discard the second, so after the agent hangs our customer and submit the form, the "on a call" pause is unpaused, but when the  agent return from his break an unpause his "break" QM doesn't show it.

"answer a call/on a call pause"                     "break pause"                         "call ends"                  "submit form/on a call unpause"          "unpause break"
     |-----------------------------------------------------------|--------------------------------------|-------------------------|--------------------------------------------------|

can it be done?