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This might be a long shot, but I need help desperately with Custom Agent States in Agent Setup.
The Not Ready Codes are configured in the Contact Center Settings under Custom Agent States, so the whole list is there, but I have individual Agent Groups who should only see the NR Codes that pertain to their workgroup. I set up all of the Agent Groups and have updated the agent list, as well as the corresponding Not Ready states that should apply to their group, but the are still getting the whole list.
Question #2: If I delete Not Ready Codes that are no longer used, will it impact historical reports?
Thanks in advance
Since there have been no replies yet, I would ask this question in the Genesys Cloud Community, but I don't know if the configuration is similar or not.
The Multicloud CX community is pretty small, but I'm hoping to get some support without having to open a trouble ticket.
We're using Multicloud CX as well. I'd recommend opening a ticket.
Some thoughts on your questions:
You want to do a quick test to see if you can add a test NR code to one of the idividual Agent Groups and make sure that the test NR state IS NOT in the Contact Center Settings. If this test NR code only shows up for people individual group, then you have a solution. Anything in Contact Center Settings is global for all users from my experience. Here's what the Genesys docs say:
"Typically, when you enable something on the Contact Center Settings screen in the application, those settings are applied globally, meaning they're applied to all agent groups and users within the contact center. Some, but not all, options can be edited at either the agent group level or user level, or both. For example, the channels you configure on the Contact Center Settings screen will be inherited by all agent groups and users within the contact center, but you can edit these channels for either or both."
In a previous ticket with Genesys support I was told that Reporting GCXI doesn't lose any historical data. When I asked, this was in relation to Agent Group membership. It's possible NR state logs are similar meaning that the data is not lost even you delete states or groups. You could do a quick test with a dummy NR code - just add it to an individual agent group, put a test account into that that dummy NR code, wait a day, delete it the dummy code, and see if you can run an agent details report showing NR states.
I hope this helps.
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