Issue
In the Real-Time area, TASKE shows the time that an agent has been in the current state. By default, the AUX Work Time state show the total time in that state, even if an agent changes reason codes. In some environments, you may want to TASKE to reset the agent’s time in the AUX Work Time state to zero (00:00:00) when the agent changes reason 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 AUX Work Time state. You must restart the TASKE system after adding or changing the registry entry.
Requirements
TASKE version 8.9.3437.0 or higher. You can upgrade your TASKE, if required.
Solution
A Windows Registry entry determines whether TASKE resets agent time in the AUX Work Time state in the Real-Time area when agents change reason 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 AUX Work Time reason 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:
NewAuxReasonIsNewState - Exit the Registry Editor.
Applies to:
Telephone Systems:
- Avaya Communication Manager
Tags:
administration • Aux Work Time state • Real-time • reason code • registry • reset state time duration • Windows Registry
