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Ability to set system up where if agent changes status while on interaction, the status won't update until ACW is completed

  • 1.  Ability to set system up where if agent changes status while on interaction, the status won't update until ACW is completed

    Posted 9 hours ago

    Hello, we had an ask from our business partners. Ideally they would want this:

    Agent knows they have a break upcoming, but just go on a call. Ideally they would want the agent to aux into Break while servicing the call, but have their actual state not register until the call is wrapped up so they can go directly into break, but not have the break start counting against them while on the call. Is this a possibility? Essentially asking the system to delay the status change if the agent is serving an interaction. Thank you!


    #ArchitectandDesign

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    Megan Coolbeth
    NA
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  • 2.  RE: Ability to set system up where if agent changes status while on interaction, the status won't update until ACW is completed

    Posted 9 hours ago
    Hi Megan,
     
    At the moment, no. However, there is an idea logged for this scenario, with a target implementation in Q1 2026.


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    Elisson Fernandes
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    Original Message


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