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Originally posted by GGanahl;34362I don't think it will be all that hard, after all.
I set up an Alert in ICBusiness Manager on a workgroup queue to fire when a user in the workgroup has been in the Away from Desk status more than 45 seconds. I set the action on the alert to run a handler named AlertTest, on entering the range.
I created a handler named AlertTest.ihd using the StatAlertServer initiator.
When the alert fired, the handler ran, and I can see the user's name in the sStatId variable.
You should be able to parse that variable using one of the RegEx tools, then use the Set User Status tool (under the Telephony tab) to change that user's status.
Hope that helps.
(I am on 2017 R1, but that initiator and Alert functionality has been around for a long time)
Originally posted by GGanahl;34439BTW, by "reporting workgroup" I think Ryan means that you can create a workgroup without a queue that just has the agents you want to monitor as members. That way you can control the list of users in one place, and not have the overhead of one more queue.
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