Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Agent Getting Kicked Into Inactive Status

    Posted 08-03-2018 11:31
    Edited by C.J. Rardin 08-06-2018 10:23
    Community,

    I'm viewing Queue Activity under Performance and I have an agent that keeps getting kicked into Inactive status.  If an agent doesn't receive a call within a certain duration are they automatically inactivated? #PureCloudACD #Contactcenteragents

    Thanks,

    C.J.

    ------------------------------
    C.J. Rardin
    Avant Specialty Benefits
    ------------------------------
    ​​


  • 2.  RE: Agent Getting Kicked Into Inactive Status

    GENESYS ADVISOR
    Posted 08-06-2018 15:20
    Hello C.J.

    Thank you for raising this. I would like to know if the agent is on queue and not responding as it will render him unavailable unless the agent has changed their status to available. 

    You can review agent statuses here Agent presence, status, and activity indicators - PureCloud Resource Center
    PureCloud Resource Center remove preview
    Agent presence, status, and activity indicators - PureCloud Resource Center
    All users can change their status to Available, Busy, Away, Break, Meal, Meeting, [More]
    View this on PureCloud Resource Center >

    Thank you!

    ------------------------------
    RC Cantiller
    Global Digital Team, Customer Success
    Genesys
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources