Hi all,

I noticed multiple threads regarding this subject,- but no solution.

What do we want:
An admin of supervisor should be able to change the status of an agent.

Why:
If an agent goes home and he forgets to logout,- an supervisor or admin should be able to log out the user. In my opinion,- this should be a standard available task. I'm like really surprised to hear it's not possible.

Related topics:

• Is there a way for a supervisor to change an agent's status if they have gone home?

• Can a Supervisor manually change and agent's status/status e.g. if they have gone home but failed to log off or go to the correct unavailable state.

• Changing an Agents Status

Not taking no for an answer,- please VOTE this thread and I will do my best to raise a shared ticket.

------------------------------
Christian Ropertz
Dealerdirect B.V.
------------------------------

Hi all, 

7 likes/votes so far! Thank you. 
Lets see how much votes we have collected by the end of the week.

I will post my results in this topic.

Again, thank you!

------------------------------
Christian Ropertz
Dealerdirect B.V.
------------------------------

Original Message:
Sent: 08-14-2018 08:06
From: Christian Ropertz
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

Hi all,

I noticed multiple threads regarding this subject,- but no solution.

What do we want:
An admin of supervisor should be able to change the status of an agent.

Why:
If an agent goes home and he forgets to logout,- an supervisor or admin should be able to log out the user. In my opinion,- this should be a standard available task. I'm like really surprised to hear it's not possible.

Related topics:

• Is there a way for a supervisor to change an agent's status if they have gone home?

• Can a Supervisor manually change and agent's status/status e.g. if they have gone home but failed to log off or go to the correct unavailable state.

• Changing an Agents Status

Not taking no for an answer,- please VOTE this thread and I will do my best to raise a shared ticket.

------------------------------
Christian Ropertz
Dealerdirect B.V.
------------------------------

Keep voting. Product Management is looking at this again.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 08-15-2018 10:09
From: Christian Ropertz
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

Hi all,

7 likes/votes so far! Thank you.
Lets see how much votes we have collected by the end of the week.

I will post my results in this topic.

Again, thank you!

------------------------------
Christian Ropertz
Dealerdirect B.V.

Original Message:
Sent: 08-14-2018 08:06
From: Christian Ropertz
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

Hi all,

I noticed multiple threads regarding this subject,- but no solution.

What do we want:
An admin of supervisor should be able to change the status of an agent.

Why:
If an agent goes home and he forgets to logout,- an supervisor or admin should be able to log out the user. In my opinion,- this should be a standard available task. I'm like really surprised to hear it's not possible.

Related topics:

• Is there a way for a supervisor to change an agent's status if they have gone home?

• Can a Supervisor manually change and agent's status/status e.g. if they have gone home but failed to log off or go to the correct unavailable state.

• Changing an Agents Status

Not taking no for an answer,- please VOTE this thread and I will do my best to raise a shared ticket.

------------------------------
Christian Ropertz
Dealerdirect B.V.
------------------------------

Hi George,

10 votes already.
How much votes do we need? Any chance Genesys will implement this feature?

Regards, Christian

------------------------------
Christian Ropertz
Dealerdirect B.V.
------------------------------

Original Message:
Sent: 08-15-2018 10:29
From: George Ganahl
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

Keep voting. Product Management is looking at this again.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 08-15-2018 10:09
From: Christian Ropertz
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

Hi all,

7 likes/votes so far! Thank you.
Lets see how much votes we have collected by the end of the week.

I will post my results in this topic.

Again, thank you!

------------------------------
Christian Ropertz
Dealerdirect B.V.

Original Message:
Sent: 08-14-2018 08:06
From: Christian Ropertz
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

Hi all,

I noticed multiple threads regarding this subject,- but no solution.

What do we want:
An admin of supervisor should be able to change the status of an agent.

Why:
If an agent goes home and he forgets to logout,- an supervisor or admin should be able to log out the user. In my opinion,- this should be a standard available task. I'm like really surprised to hear it's not possible.

Related topics:

• Is there a way for a supervisor to change an agent's status if they have gone home?

• Can a Supervisor manually change and agent's status/status e.g. if they have gone home but failed to log off or go to the correct unavailable state.

• Changing an Agents Status

Not taking no for an answer,- please VOTE this thread and I will do my best to raise a shared ticket.

------------------------------
Christian Ropertz
Dealerdirect B.V.
------------------------------

Hi all,

Just a quick update from my side. With 13 votes, I believe we have a good change that Genesys will work on this.
I contacted George (Genesys) and asked him how much votes is enough.

Keep you updated.

Regards, Christian

------------------------------
Christian Ropertz
Dealerdirect B.V.
------------------------------

Original Message:
Sent: 08-14-2018 08:06
From: Christian Ropertz
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

Hi all,

I noticed multiple threads regarding this subject,- but no solution.

What do we want:
An admin of supervisor should be able to change the status of an agent.

Why:
If an agent goes home and he forgets to logout,- an supervisor or admin should be able to log out the user. In my opinion,- this should be a standard available task. I'm like really surprised to hear it's not possible.

Related topics:

• Is there a way for a supervisor to change an agent's status if they have gone home?

• Can a Supervisor manually change and agent's status/status e.g. if they have gone home but failed to log off or go to the correct unavailable state.

• Changing an Agents Status

Not taking no for an answer,- please VOTE this thread and I will do my best to raise a shared ticket.

------------------------------
Christian Ropertz
Dealerdirect B.V.
------------------------------

100 votes would be more convincing.

There is a different request already on the Ideas Lab which you would be better off voting for, as it already has 69 votes:
https://purecloud.ideas.aha.io/ideas/CLINB-I-263

Product Management has already started taking another look at the feature.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 08-17-2018 05:53
From: Christian Ropertz
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

Hi all,

Just a quick update from my side. With 13 votes, I believe we have a good change that Genesys will work on this.
I contacted George (Genesys) and asked him how much votes is enough.

Keep you updated.

Regards, Christian

------------------------------
Christian Ropertz
Dealerdirect B.V.

Original Message:
Sent: 08-14-2018 08:06
From: Christian Ropertz
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

Hi all,

I noticed multiple threads regarding this subject,- but no solution.

What do we want:
An admin of supervisor should be able to change the status of an agent.

Why:
If an agent goes home and he forgets to logout,- an supervisor or admin should be able to log out the user. In my opinion,- this should be a standard available task. I'm like really surprised to hear it's not possible.

Related topics:

• Is there a way for a supervisor to change an agent's status if they have gone home?

• Can a Supervisor manually change and agent's status/status e.g. if they have gone home but failed to log off or go to the correct unavailable state.

• Changing an Agents Status

Not taking no for an answer,- please VOTE this thread and I will do my best to raise a shared ticket.

------------------------------
Christian Ropertz
Dealerdirect B.V.
------------------------------

This is definitely a feature that is needed.     Please keep pushing for this! 


------------------------------
Todd Smith
EnvisionRxOptions
------------------------------

Original Message:
Sent: 08-14-2018 08:06
From: Christian Ropertz
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

Hi all,

I noticed multiple threads regarding this subject,- but no solution.

What do we want:
An admin of supervisor should be able to change the status of an agent.

Why:
If an agent goes home and he forgets to logout,- an supervisor or admin should be able to log out the user. In my opinion,- this should be a standard available task. I'm like really surprised to hear it's not possible.

Related topics:

• Is there a way for a supervisor to change an agent's status if they have gone home?

• Can a Supervisor manually change and agent's status/status e.g. if they have gone home but failed to log off or go to the correct unavailable state.

• Changing an Agents Status

Not taking no for an answer,- please VOTE this thread and I will do my best to raise a shared ticket.

------------------------------
Christian Ropertz
Dealerdirect B.V.
------------------------------

All-

Thanks for the lively discussion on this topic.  We realize this is a need and it is prioritized for development.  Initially, we will be adding the capability to change status into the Queue Activity Detail view and that work is scheduled to begin this quarter.  Keep the ideas coming!  Have a great weekend!

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 08-14-2018 08:06
From: Christian Ropertz
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

Hi all,

I noticed multiple threads regarding this subject,- but no solution.

What do we want:
An admin of supervisor should be able to change the status of an agent.

Why:
If an agent goes home and he forgets to logout,- an supervisor or admin should be able to log out the user. In my opinion,- this should be a standard available task. I'm like really surprised to hear it's not possible.

Related topics:

• Is there a way for a supervisor to change an agent's status if they have gone home?

• Can a Supervisor manually change and agent's status/status e.g. if they have gone home but failed to log off or go to the correct unavailable state.

• Changing an Agents Status

Not taking no for an answer,- please VOTE this thread and I will do my best to raise a shared ticket.

------------------------------
Christian Ropertz
Dealerdirect B.V.
------------------------------

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.

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 08-17-2018 11:45
From: Darlene Oordt
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

All-

Thanks for the lively discussion on this topic.  We realize this is a need and it is prioritized for development.  Initially, we will be adding the capability to change status into the Queue Activity Detail view and that work is scheduled to begin this quarter.  Keep the ideas coming!  Have a great weekend!

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees

Original Message:
Sent: 08-14-2018 08:06
From: Christian Ropertz
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

Hi all,

I noticed multiple threads regarding this subject,- but no solution.

What do we want:
An admin of supervisor should be able to change the status of an agent.

Why:
If an agent goes home and he forgets to logout,- an supervisor or admin should be able to log out the user. In my opinion,- this should be a standard available task. I'm like really surprised to hear it's not possible.

Related topics:

• Is there a way for a supervisor to change an agent's status if they have gone home?

• Can a Supervisor manually change and agent's status/status e.g. if they have gone home but failed to log off or go to the correct unavailable state.

• Changing an Agents Status

Not taking no for an answer,- please VOTE this thread and I will do my best to raise a shared ticket.

------------------------------
Christian Ropertz
Dealerdirect B.V.
------------------------------

I'm happy to announce that this feature shipped today!  For more information please visit:  https://help.mypurecloud.com/articles/change-an-agents-status/

Thanks for all the feedback & have a happy holiday season!

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 12-07-2018 17:05
From: Darlene Oordt
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

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.

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees

Original Message:
Sent: 08-17-2018 11:45
From: Darlene Oordt
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

All-

Thanks for the lively discussion on this topic.  We realize this is a need and it is prioritized for development.  Initially, we will be adding the capability to change status into the Queue Activity Detail view and that work is scheduled to begin this quarter.  Keep the ideas coming!  Have a great weekend!

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees

Original Message:
Sent: 08-14-2018 08:06
From: Christian Ropertz
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

Hi all,

I noticed multiple threads regarding this subject,- but no solution.

What do we want:
An admin of supervisor should be able to change the status of an agent.

Why:
If an agent goes home and he forgets to logout,- an supervisor or admin should be able to log out the user. In my opinion,- this should be a standard available task. I'm like really surprised to hear it's not possible.

Related topics:

• Is there a way for a supervisor to change an agent's status if they have gone home?

• Can a Supervisor manually change and agent's status/status e.g. if they have gone home but failed to log off or go to the correct unavailable state.

• Changing an Agents Status

Not taking no for an answer,- please VOTE this thread and I will do my best to raise a shared ticket.

------------------------------
Christian Ropertz
Dealerdirect B.V.
------------------------------

Hi Darlene, 

Is there anyway to report on this? 

i.e. Agent X was manually forced into a status X times today?  

Thanks, 
Jasmin

------------------------------
Jasmin Jenkinson
Tonik Energy
------------------------------

Original Message:
Sent: 12-12-2018 08:58
From: Darlene Oordt
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

I'm happy to announce that this feature shipped today!  For more information please visit:  https://help.mypurecloud.com/articles/change-an-agents-status/

Thanks for all the feedback & have a happy holiday season!

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees

Original Message:
Sent: 12-07-2018 17:05
From: Darlene Oordt
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

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.

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees

Original Message:
Sent: 08-17-2018 11:45
From: Darlene Oordt
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

All-

Thanks for the lively discussion on this topic.  We realize this is a need and it is prioritized for development.  Initially, we will be adding the capability to change status into the Queue Activity Detail view and that work is scheduled to begin this quarter.  Keep the ideas coming!  Have a great weekend!

------------------------------
Darlene Oordt
Sr Director, Product Management
Genesys - Employees

Original Message:
Sent: 08-14-2018 08:06
From: Christian Ropertz
Subject: PLEASE VOTE: Supervisor/admin should be able to change agent status

Hi all,

I noticed multiple threads regarding this subject,- but no solution.

What do we want:
An admin of supervisor should be able to change the status of an agent.

Why:
If an agent goes home and he forgets to logout,- an supervisor or admin should be able to log out the user. In my opinion,- this should be a standard available task. I'm like really surprised to hear it's not possible.

Related topics:

• Is there a way for a supervisor to change an agent's status if they have gone home?

• Can a Supervisor manually change and agent's status/status e.g. if they have gone home but failed to log off or go to the correct unavailable state.

• Changing an Agents Status

Not taking no for an answer,- please VOTE this thread and I will do my best to raise a shared ticket.

------------------------------
Christian Ropertz
Dealerdirect B.V.
------------------------------

We do report on time in status but we do not report on who changed the status.


Original Message------

Hi Darlene, 

Is there anyway to report on this? 

i.e. Agent X was manually forced into a status X times today?  

Thanks, 
Jasmin

------------------------------
Jasmin Jenkinson
Tonik Energy
------------------------------