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Agent OOO but On Queue - Severely Out of Adherence

  • 1.  Agent OOO but On Queue - Severely Out of Adherence

    Posted 01-04-2019 10:57
    How can a Supervisor change an Agent's state from On Queue to Off Queue?  Agent appears to have not signed off of PureCloud at the end of her shift last night and is off F/S/S.  Currently showing On Queue (Not Responding) and Severely Out of Adherence.  The only info I can find is go to Admin, Telephony, Phone Management, and log the Agent off of the phone from there - however, she's not showing as logged on to a phone.  Is there another process for a Supervisor to change an agent's PureCloud state for them if they Agent is not in the office?
    #AgentStateManagement​
    #SystemAdministration

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    Ann Magie
    Xpressdocs Partners, Ltd.
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  • 2.  RE: Agent OOO but On Queue - Severely Out of Adherence

    GENESYS
    Posted 01-04-2019 11:04
    The directions on how to change an agent's status for them are in this Resource Center article:

    https://help.mypurecloud.com/articles/change-an-agents-status/

    It is a fairly new feature (Dec. 12, 2018)

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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
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