A couple of things:
1. Product Management previously looked at the requests to add the ability for a Supervisor or Admin to change a user's status or log them out, and decided not to do the work. If it gets enough votes again, they will look at it again.
2. I use the API to change agents' statuses. Here is an article that talks about it (concentrate on the setting
Presence part, not ACD Routing Status):
https://developer.mypurecloud.com/api/rest/v2/presence/understanding_presence.htmlWhen I want to take an agent off queue I set the presence to Break (probably ID 227b37e2-f1d0-4dd0-8f50-badd7cf6d158) or Offline (probably ccf3c10a-aa2c-4845-8e8d-f59fa48c58e5). If I want to put someone On Queue I set them to On Queue (probably e08eaf1b-ee47-4fa9-a231-1200e284798f).
I say "probably" for those IDs because they worked in my Org, but I haven't tested them lately in other organizations. You can see the status ID in Chrome or Firefox by opening the Developer Tools (F12) and changing the user's status, then looking for the ID assigned with that new status.
You can use the API Explorer to experiment
https://developer.mypurecloud.com/developer-tools/#/api-explorer------------------------------
George Ganahl
Principal Program Manager
Genesys
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Original Message:
Sent: 08-14-2018 09:02
From: Christian Ropertz
Subject: Changing an Agents Status
Hi all,
I noticed several topics regarding this request.
I created a new threat for which I'm collecting votes.
--> PLEASE VOTE: Supervisor/admin should be able to change agent status <--
I will do my best to create a shared ticket on -behalf of more PureCloud users.
Please have a look at my topic, and do not forget to VOTE!
Admins/supervisors should be able to control an agent status!
Thanks.
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Christian Ropertz
Dealerdirect B.V.
Original Message:
Sent: 03-12-2017 19:19
From: Joanne Smith
Subject: Changing an Agents Status
Can an administrator change an agents status. If an agent sets their status to Away, but forgets to log out of My PureCloud and goes home, can an administrator either change their status or log them out of My PureCloud?