A place to ask questions, connect with others, and stay in the know
Hello,I would like know how to setup a time limit for the selectable status for the agents. Example: Lunch = 30 minutes. And after the time threshold has been met the system should change the agent status to Custom status "Adherence issue"
The hope is that the agent will not go outside of the threshold; however, if they do I need to be able to run a report so see how many times and for how long the agent is in the custom status.
I know how to run the reporting. it is the automation that I need assistance with.
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.