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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Original Message:
Sent: 03-01-2021 14:38
From: Robert Wakefield-Carl
Subject: Change Agent Status After Call Alert TimeOut
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
Original Message:
Sent: 02-24-2021 14:52
From: Todd Dowdy
Subject: Change Agent Status After Call Alert TimeOut
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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