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  • 1.  away when not responding

    Posted 05-02-2023 05:09
    Edited by Catherine DUPIRE 05-02-2023 05:12

    Hello. When an agent does not answer a call, his state remains in bleu "in queue status", even if he no longer receives a call. 
    I would like that his status to become orange "away state" (and out of queue).
    I don't think it's possible, but we never know... if someone knows how to to that??? (otherwise I will submit an "idea")
    Thanks
    Catherine


    #Omni-ChannelDesktop/UserInterface #ActivityStatus #AgentStatus 
    ------------------------------
    Catherine DUPIRE
    NXO FRANCE SASU
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  • 2.  RE: away when not responding

    GENESYS
    Posted 05-02-2023 13:37
    Hi Catherine,
     
    We do not have this ability out of the box.
     
    But you can achieve this result by using Process Automation triggers & data actions.
     
    Here is high level design:
     
    1. Use Presence API to create Genesys Cloud Data Action to update user presence to "Away" (or any other status that you like)

    https://developer.genesys.cloud/useragentman/presence/#patch-api-v2-users--userId--presences-purecloud
     
    2. Create Architect Workflow that will be triggered on UserEndEvent
     
    https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/analytics-detail-events#userendevent
    https://developer.genesys.cloud/platform/process-automation/
     
    3. In the workflow you need to check the value of interactingDurationMs - The overall time a user spent talking/interacting in milliseconds.
    If it is equal to zero => it means that agent did not answer this interaction and you can use data action to change status to "Away"
     
    4. Process Automation trigger should be limited to only INBOUND interactions.


    ------------------------------
    Maxim Tsvetov
    Principal PS Consultant
    Genesys
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    Original Message


  • 3.  RE: away when not responding

    Posted 05-04-2023 05:18

    Hi Maxim. Thank you for your answer. 
    I will propose that to my customer, but I don't think he will be ok to develop such a solution. 
    At least I know it is not possible "by default".
    Thank you. 
    Catherine 



    ------------------------------
    Catherine DUPIRE
    NXO FRANCE SASU
    ------------------------------

    Original Message


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