Hi ALL
Not sure if ive missed reading something but with activity codes in WFM, can they not sync back to reflect the status the agent selected at the time?
While i see the agent will go off queue, lets say for non scheduled work activity. In our org the agent would choose busy and a custom status we have created so from a queue activity view we can see they opted for the busy status and the sub status.
Does the engine not detect the one of the default statuses at least, not just detect off-queue?
We are having to manually override the activity which is very time consuming as it only ever detects off-queue or unavailable unless the agent is scheduled for off the phone activity.
Is that possible?
#WorkforceManagement------------------------------
Darryn Chang
Stuff Limited
New Zealand
3 Years Purecloud
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