I was able to find the following information below:
- Agents have the following permission:
It looks like there is more information about this in the following Resource Center article.
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Jason Kleitz
Genesys - Employees
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Original Message:
Sent: 07-23-2024 10:44
From: Jason Tran
Subject: ACD Inbound Call alerted a agent that was "off queue" the whole day
Looks like it was related a new permission that enabled agent to take calls while off queue.
Original Message:
Sent: 07-19-2024 16:39
From: Jason Kleitz
Subject: ACD Inbound Call alerted a agent that was "off queue" the whole day
Hello Jason,
Are you able to see if the ACD interaction was transferred directly to the agent? If that happened, this agent would be marked as Not Responding.
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Jason Kleitz
Genesys - Employees
Original Message:
Sent: 07-19-2024 10:52
From: Jason Tran
Subject: ACD Inbound Call alerted a agent that was "off queue" the whole day
An agent that was not on queue a few days back was alerted to a call. As seen in the report, the agent was off queue pretty much the whole shift but for some reason they got alerted to a call and even when to not responding state. I'm not seeing any setting that would bypass being off the queue and send them a alert for a ACD Inbound call. Anybody seen something similar happen?
#Routing(ACD/IVR)