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  • 1.  Assign interaction to agent while off-queue

    Posted 04-15-2025 04:36
    No replies, thread closed.

    Hi,

    Anybody got ideas if it's possible to assign an interaction to an agent that is off-queue?

    Background use case:

    1. Voice conversation is taking place
    2. There's a need to exchange images/documents
    3. Agent sends a WhatsApp invitation to the customer
    4. Customer replies to this WhatsApp, this initiates an inbound message flow
    5. I've confirmed I'm able to pass metadata between the voice call & message flow (so queue, agentId.. etc)
    6. I need to somehow in Architect assign this inbound WhatsApp to the originating agent

    I've tried API post/api/v2/conversations/{conversationId}/assign however this only works if the agent is on queue 😢


    #Routing(ACD/IVR)

    ------------------------------
    Gary Waddell
    N/A
    ------------------------------


  • 2.  RE: Assign interaction to agent while off-queue

    Posted 04-15-2025 10:26
    No replies, thread closed.

    Hello Gary,

    I do believe that is by design.

    From https://help.mypurecloud.com/articles/manually-assign-waiting-interactions/

    Notes: 

    Agents must be on-queue and in an Idle, Interacting, or Communicating state. Not Responding agents are not eligible.

    Maybe you could have these interactions routed to a queue for a specific agent, allow the agent to Assign to Self, and have them hop on queue to pick up that interaction? You may need to post this Idea on the Product Ideas Lab. 

    I'd be interested to see if anyone else in the Community has any other suggestions.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 3.  RE: Assign interaction to agent while off-queue
    Best Answer

    Posted 04-15-2025 10:39
    No replies, thread closed.

    Hey @Jason Kleitz,

    Thank you for the prompt response. I've found a work around 😂. Inside of my workflow I can use the following API to replace the current participant (the workflow) with the user.

    /conversations/messages/{conversationId}/participants/{participantId}/replace

    I'm still testing it, but initial results are promising.



    ------------------------------
    Gary Waddell
    N/A
    ------------------------------

    Original Message


  • 4.  RE: Assign interaction to agent while off-queue

    Posted 04-15-2025 10:40
    No replies, thread closed.

    Awesome! I'm glad to hear it. Do keep us posted how things go with your testing!



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 5.  RE: Assign interaction to agent while off-queue

    Posted 04-15-2025 18:53
    No replies, thread closed.

    Hi, Gary, just to let you know, we've been utilizing the same approach with e-mails in production for months now and haven't seen any issue yet :)



  • 6.  RE: Assign interaction to agent while off-queue

    Posted 04-16-2025 01:36
    No replies, thread closed.

    HI Gary, for what it's worth, there is an option as part of "direct routing" that was created specifically for the scenario of enabling agents to still be routed ACD interactions when they are not technically on-queue.  If a user has that permission they will get calls routed to them.  The permission is something like Accept Off Queue.  You'll have to be aware though once that option is on, it's on for the user across all queues.



    ------------------------------
    Vaun McCarthy
    ------------------------------

    Original Message


  • 7.  RE: Assign interaction to agent while off-queue

    Posted 04-16-2025 07:07
    No replies, thread closed.

    Loving the community. Thanks for the advice @Vaun McCarthy & @Orhun Sahin ❤️



    ------------------------------
    Gary Waddell
    N/A
    ------------------------------

    Original Message


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