Genesys Cloud - Main

Dear good afternoon

Our client currently receives voice interactions through Genesys Cloud and responds to emails through another platform.

You need the agent to be put in the "Off Queue" state, for example if 10 minutes pass and you have not received any voice interaction, because there comes a time when you are assigned less call traffic and you answer more emails, but it is necessary to automatically change the state from the agent to "Off Queue".

For now, it is not feasible to add emails to Genesys Cloud because it does not have all the functionalities required by the client.

I hope for your kind support.

Regards

Ismael Venturi

#Omni-ChannelDesktop/UserInterface

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Ismael Venturi
Sixbell Peru S.A.C
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Hey Ismael, 

Do you want this to be automatic? As in, after X min in idle they would auto switch to off queue?

Couple of questions here on that - Wouldn't it be simplest for the agent to put themselves to off queue? Would the agent not be able to be on queue and take a call if it comes through, and just do emails while waiting for calls?

In any case - to answer your question, there isn't anything that I'm aware of that would do this automatically. You would need to build something for this, but it wouldn't be hard. Two ways to do this really

1. I would have a service that subscribes to v2.users.{id}.activity. You could then monitor agents presense and after you see IDLE >10 min, you could then use the APIs to throw the agent to off queue
2. User the API to poll agents (eg: /api/v2/users/8bdf1492-0d8d-4d3c-b776-607a4d68739f?expand=routingStatus) The expand in routingStatus gives you their current status with a last updated time so you can extrapolate time in idle from that. 

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Lawrence Drayton
Prvidr Pty Ltd
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Hey Lawrence,

Thanks for the help and explanation, it was clear.

Regards

Ismael Venturi

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Ismael Venturi
Sixbell Peru S.A.C
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Original Message:
Sent: 03-13-2024 22:28
From: Lawrence Drayton
Subject: Automatic "Off queue" due to agent inactivity

Hey Ismael, 

Do you want this to be automatic? As in, after X min in idle they would auto switch to off queue?

Couple of questions here on that - Wouldn't it be simplest for the agent to put themselves to off queue? Would the agent not be able to be on queue and take a call if it comes through, and just do emails while waiting for calls?

In any case - to answer your question, there isn't anything that I'm aware of that would do this automatically. You would need to build something for this, but it wouldn't be hard. Two ways to do this really

1. I would have a service that subscribes to v2.users.{id}.activity. You could then monitor agents presense and after you see IDLE >10 min, you could then use the APIs to throw the agent to off queue
2. User the API to poll agents (eg: /api/v2/users/8bdf1492-0d8d-4d3c-b776-607a4d68739f?expand=routingStatus) The expand in routingStatus gives you their current status with a last updated time so you can extrapolate time in idle from that. 

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Lawrence Drayton
Prvidr Pty Ltd
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