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  • 1.  Is there a way to automatically re-enable "Make Eligible for Interactions" or Disable this

    Posted 22 days ago
    Dear community,
     
    Is there any option to disable the "Make Eligible for Interactions" or automatically change an agent to "on queue" after some time if the agent does not answer a call during alerting? The reason is that when this notification appears for agents, they must manually set themselves to "on queue" to receive the next calls. Is there any alternative to this, except auto-answer? I'm looking for confirmation.

    #Routing(ACD/IVR)

    ------------------------------
    Muhammed Shaibant
    x
    ------------------------------


  • 2.  RE: Is there a way to automatically re-enable "Make Eligible for Interactions" or Disable this
    Best Answer

    Posted 22 days ago

    Hi Muhammed

    -

    Yes, it is possible. It is important to mention that if this happens very frequently, it is necessary to look for the cause of the problem.
    You will need a trigger and a workflow.

    --

    -

    In the workflow, I use the Genesys APIs to return the agent to "Available" status and subsequently to "On Queue" after 2 seconds.
    -
    -
    -


    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------



  • 3.  RE: Is there a way to automatically re-enable "Make Eligible for Interactions" or Disable this

    Posted 22 days ago
    Edited by Muhammed Shaibant 22 days ago

    Dear Kaio

    If you don't mind, could you please share the API details that you used in the workflow? Also, I noticed that you are using two Data Actions. Could you please explain why two Data Actions are required?



    ------------------------------
    Muhammed Shaibant
    x
    ------------------------------

    Original Message


  • 4.  RE: Is there a way to automatically re-enable "Make Eligible for Interactions" or Disable this

    Posted 21 days ago
    Edited by Samuel Jillard 21 days ago

    Hi,
    Kaio uses 2 data actions to first set the status to Available and then back to ON_QUEUE. @Kaio Oliveira you might want to ask the condition presence.presenceDefinition.systemPresence == "ON_QUEUE" to your trigger because  when you set the agents presence to Available, the routingStatus is still NOT_RESPONDING and the trigger will fire again without this condition.

    Instead of changing the presence, it's simpler to change the routing status from NOT_RESPONDING to IDLE with a single data-action using API

    PUT /api/v2/users/{userId}/routingstatus
    {  "status": "IDLE" }

     



    ------------------------------
    Christian Karpp
    Principal PS Consultant
    ------------------------------

    Original Message


  • 5.  RE: Is there a way to automatically re-enable "Make Eligible for Interactions" or Disable this

    Posted 12 days ago

    Thank you Christian ... 

    Phaneendra... 

    I have to admit I had to do this in a rush and didn't have much time to think it through, haha.
    I set it up directly in production, and since it worked, I didn't go back to make adjustments (due to other projects), lol.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


  • 6.  RE: Is there a way to automatically re-enable "Make Eligible for Interactions" or Disable this

    Posted 21 days ago

    Hi Kaio,

    Thanks for sharing your workflow.

    We implemented something similar using a Trigger and Workflow, but our approach updates the agent's routing status directly.

    We retrieve the userId from the trigger event and pass it to a Custom Data Action that calls:

    PUT /api/v2/users/{userId}/routingstatus

    with:

    {
      "status": "IDLE"
    }

    This returns the agent from Not Responding to Idle, making them eligible to receive ACD interactions again.

    I noticed your workflow uses two Data Actions (Available → On Queue). Is there a specific reason for the two-step approach, or would setting the routing status directly to IDLE achieve the same outcome in your environment?

    Thanks!



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


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