Hi All,

We are trying to get our NICE WFO (IEX 4.6) to function with multiplicity configured on AACC 6.4. What I am seeing from the RTD in CCMA is that a code is sent for both contacts (e-mail and voice). The issue is that when an agent goes Not Ready for a reason, the e-mail does not reflect the change, so it continues to send both codes. As an example, we have an activity code for Training setup as 51. When an agent goes Not Ready -> Training, the following is sent:

Voice -> Event Set: 64, Reason Code: 51
E-mail -> Event set: 264, Reason Code: Null

This is causing our WFO to toggle between states, which affects real time adherence reports.

Is there a best practice for configuring this on the AACC side?

Please let me know if this is not the correct forum for such a post.

Regards,

Another update/thought:

This issue did not start to occur until AACC was updated from 6.3 to 6.4. Could there be a setting that was changed during the upgrade that is now causing the e-mail contact type codes to be sent?