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  • 1.  Available/Connected status automatically when connecting to Genesys Cloud

    Posted 14 days ago

    Hello,

    Would it be possible for a user to be in Available/Connected status automatically when connecting to Genesys Cloud, and to choose to disconnect if necessary?
    => But only for a queue or identified peoples ?

    Thought? 

    Thanks in advance.

    Regards,


    #Telephony

    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------


  • 2.  RE: Available/Connected status automatically when connecting to Genesys Cloud

    Posted 14 days ago

    Hi Mamadou,

    Do you mean to go On-Queue automatically when they log in? There is an idea Directly set Agent Status to 'On-queue' after login automatically. in the ideas lab for this.

    If this is what you mean, I would certainly vote for the idea and add your use case to it



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Available/Connected status automatically when connecting to Genesys Cloud

    Posted 13 days ago

    Hi Samuel,

    Yes, but only for a queue or identified users.

    I was thinking of a role/permission who would be managed by the administrator. As a result, users who have this role/permission will automatically see themselves in On-Queue status once they are connected to Genesys Cloud and ready to receive a call according to their queues. 

    Thanks



    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------

    Original Message


  • 4.  RE: Available/Connected status automatically when connecting to Genesys Cloud

    Posted 13 days ago

    Hello,

    You could do this with triggers, and checking if the user is part of a queue, group or has a specific role.

    One issue would be that there is no trigger specific for when an agent login to the system, so you would need to use the status Available which would launch the trigger if they go from On-Queue to Available as well.
    This might be fine, if they are forced to select another status when not in queue, or you would need some logic to decide, for example check previous statuses and if the status before Available was Offline, then put agent On-Queue.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


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