In the Real-Time area, TASKE shows the time that an agent has been in the current state. By default, the Not Ready state show the total time in that state, even if an agent changes Not Ready codes. In some environments, you may want to TASKE to reset the agent’s time in the Not Ready state to zero (00:00:00) when the agent changes codes. This article describes how to set a Windows Registry entry to reset the time to zero, which may provide insights into specific agent activity while in the Not Ready state. You must restart the TASKE system after adding or changing the registry entry.
TASKE version 2018.1.1000.0 or higher. You can upgrade your TASKE, if required.
A Windows Registry entry determines whether TASKE resets agent time in the Not Ready state in the Real-Time area when agents change Not Ready codes. If this entry is not defined or if its value is set to 0, the time continues to increment. If the registry entry value is set to 1, when an agent changes their Not Ready code, TASKE resets the agent’s time to zero (00:00:00).
You may want to back up the registry by exporting it before making changes. For information, see your operating system documentation.
Use the following steps to add the registry entry:
- On the TASKE server computer, open the Windows Registry Editor. Refer to Article 10184 if you’re using a 64-bit machine.
- Locate the following registry entry:
Software\TASKE Technology\Call Management\SiteData\local\
- Add the following DWORD registry key and set its value to 1:
- Exit the Registry Editor.
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