Hi all, can I force an agent on queue if they are off queue?

Only through the API. You have to know the userId and the sourceId for the presence (On Queue):

https://developer.mypurecloud.com/api/rest/v2/presence/index.html#patchUsersUserIdPresencesSourceId

 

Also a thread on developer.mypurecloud.com that is related:

https://developer.mypurecloud.com/forum/t/api-set-user-off-queue/1098

 

statusId for On Queue is e08eaf1b-ee47-4fa9-a231-1200e284798f

 

We tested this API and it works perfectly. But we have realized that it's wrong way to go when an agent is not on queue as they should. I would recommend to follow up adherence instead. 

Thanks Tobias

Happy Friday!

I wanted to draw your attention to the coming soon page (https://help.mypurecloud.com/features-coming-soon/) and announce that this capability is coming soon!  Below is the release note content once the feature is released:

Change agent's status in Queues Activity Detail view
Contact center supervisors can now change an agent's status, secondary status, and on-queue status in the Queues Activity Detail view when agents forget to change their status during a break or at the end of a shift. This feature prevents interactions from routing to unavailable agents and helps maintain agent schedule adherence.

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Darlene Oordt
Sr Director, Product Management
Genesys - Employees
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Original Message:
Sent: 05-12-2017 02:46
From: Kylie Hunt
Subject: Can I force an agent on queue?

Thanks Tobias