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Change Agent Status After Call Alert TimeOut

  • 1.  Change Agent Status After Call Alert TimeOut

    Posted 02-24-2021 14:53
    Hi there,

    I wanted to see if there is any way that we can change an Agents status after the call alert timeout we define on the queue. We are seeing when we pull the data through the api they show as OnQueue but Idle. We would like to change their status to better reflect their current state.

    Any insight would be great!

    Thanks.
    #PlatformAdministration
    #SystemAdministration
    #Telephony
    #Unsure/Other

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    Todd Dowdy
    ZenPayroll, Inc., dba Gusto
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  • 2.  RE: Change Agent Status After Call Alert TimeOut

    Top 25 Contributor
    Posted 03-01-2021 14:38
    If the agent misses a call, they should be in a Not Answering state and not On Queue.  On Queue agents should be Communicating or Idle.  If you want to change their status automatically, then you need a notification listener on the Queue and watch for the status changes of agents.  If you see Idle to Not Answering or Communicating to Not Answering, then call the API to set a status or secondary status you define.  This will take the Off Queue.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Change Agent Status After Call Alert TimeOut

    Posted 03-01-2021 15:44
    Thanks, Robert!! That was our Plan B and were hopeful we would have the ability to define a new status in the UI.

    I hope you have a great rest of your week.

    Best,
    Todd

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    Todd Dowdy
    ZenPayroll, Inc., dba Gusto
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