#16 agent status available when work item is assigned and utiliz

[Bonnie Bradley]

Agent status remains available when a work item is assigned but not accepted by the agent. Agent utilization is set to the % for the work item.

For agent bbradley the Auto Connect Media is not checked. A call comes into the queue and is assigned to the agent but the agent doesn’t accept it immediately.

In dashboard agent view, user bbradley utilization gets set to 51 percent (set up for inboundcall in mc) because the work item is assigned to bbradley but the system status is still available. This may be confusing to users dashboard users.

We should introduce a system status for a user that has a work item in the assigned state but not in the accepted state.

[Bonnie Bradley]