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Agents not responding to interactions passed automatically to a "Not answering" status and not recieiving any new interaction

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  • 1.  Agents not responding to interactions passed automatically to a "Not answering" status and not recieiving any new interaction

    Posted 11-26-2019 08:59
    Edited by Jorge Negri 11-27-2019 11:15
    No replies, thread closed.
    Hi,

    When an agent does not respond to an interaction presented on his desktop, he is passed to "Not answering" status, and a pop up message is displayed with two options: "Make eligible for new interaction" / "Go Off Queue"

    Some of our customers, (mainly those with a small contact center), are asking to have an option "Agent not responding goes to ´Not answering' status": False/True.

    If false: agent not responding, would be kept automatically active (eligible) for any other new interaction received and distributed. If True: keep the current PureCloud Platform behavior (passed to "Not Responding" status and then is seen as "not eligible" for receiving a new interaction).

    This option is already available and offered by many other platforms and vendors and it is a very basic feature in a Contact Center environment.

    Any suggestions or workaround on this customer request?

    Thanks in advance for your attention and suggestions.

    As I think there's no workaround for this situation, I have now just proposed a new Idea:

    https://purecloud.ideas.aha.io/ideas/CLINB-I-732

    Please your help to have this new Idea voted and taken into account to have a solution.

    Thanks & regards,


    #Routing(ACD/IVR)

    ------------------------------
    Jorge Marcelo Negri
    Senior Project Consultant
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
    ------------------------------


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