If the agent accepts the call and then selects “Not Ready” while on the call how does the status timer work? Will it still count the duration or the call of the agent and then starts the count on “Not Ready” once they disposition the call?
The short answer is; the latter. When an agent is active on an interaction (busy) and they choose a not-ready state, this will change to that state after the interaction completes. The duration of busy will still count until the interaction completes. It will not change the state of the agent while they’re busy.