Genesys Cloud (formerly PureCloud)

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Phone Management

  • 1.  Phone Management

    Posted 4 days ago
    Hello everyone,
    Hope everyone is good and safe,

    I have a question,

    Is possible to don't allow agents to disconnect the phone when they want, and be done by a supervisor?
    I mean, an option that the agent cant selec or deselect by itself the phone, only supervisaros can, is that possible? if yes, how?

    Deselect phone


    Thank you so much

    Joan
    #PlatformAdministration
    #Telephony

    ------------------------------
    Joan Riera
    Workforce Manager
    Stayforlong SL
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  • 2.  RE: Phone Management

    Posted 3 days ago
    I am not aware of any way you can stop an agent from being able to deselect their phone.
    You could suggest that as an IDEA, an enhancement, to GenesysCloud in the Community forum.

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    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
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  • 3.  RE: Phone Management

    Posted 3 days ago
    Hi Nathan,

    Thank you for the reply, and I guess that setting an alarm is not possible right?
    I will put this as an idea,

    Thank you

    Joan

    ------------------------------
    Joan Riera
    Stayforlong
    ------------------------------



  • 4.  RE: Phone Management

    Posted 3 days ago
    No, but supervisors monitoring the queue can watch for it under PERFORMANCE tab, then QUEUES ACTIVITY.  If a station goes red, they would know the phone was deselected:



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    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
    ------------------------------



  • 5.  RE: Phone Management

    Posted 3 days ago
    Morning Nathan,

    Thank you so much for this tip, it really helps me!

    Best!


    ------------------------------
    Joan Riera
    Real-Time Analyst & WorkForce
    Stayforlong
    jsagales@stayforlong.com
    ------------------------------