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How to get the Time spent by an Agent in the current status?

  • 1.  How to get the Time spent by an Agent in the current status?

    Posted 11-24-2016 12:33
    Hello, I have this below requirement: If an Agent has spent more that 15 mins in the statue 'On Break', I need to change his/her status to 'Unscheduled Break'. for this I need to get the Time spent by an Agent in the current status. Any idea how to get this in the Handler toolsteps - Which toolstep will give me this value? Thank in Advance. -Shilpa


  • 2.  RE: How to get the Time spent by an Agent in the current status?

    GENESYS
    Posted 12-11-2016 01:02
    Hi Shilpa, What you can do is configure an alert within ICBM to trigger when agents go over 15 minutes in that status, you can then as an action tell the system to run your handler. That coupled with using the StatAlertServer initiator you should be able to accomplish what you want. Regards James