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  • 1.  Flagged as non-responsive

    Posted 09-18-2019 15:21
    No replies, thread closed.
    ​ It is my understanding that if an agent does not answer a call that was sent to them by the ACD system, that they are flagged as non-responsive. After this occurs, they must do something to make themselves available for a call.  
     
    If my understanding is correct, let's say an agent went on break without taking themselves off queue. The system sent them a call, since they were away from their desk, they did not answer the call. By not answering the call, they were flagged as non-responsive. 

     When the agent returns to their desk, how can they determine if they have been flagged non-responsive?

    What does the agent need to do to be able to take ACD calls again?

    Our agents are using Polycom phones and they have the PureCloud web application open as well as Salesforce. We are primarily using the Purecloud controls.

    Thanks


    #Routing(ACD/IVR)

    ------------------------------
    Ben Marthin
    Vehicle Service Group, LLC
    ------------------------------


  • 2.  RE: Flagged as non-responsive

    Posted 09-18-2019 15:41
    No replies, thread closed.
    An agent who does not answer or declines an incoming ACD interaction is set to Not Responding.

    https://help.mypurecloud.com/faq/what-does-not-responding-mean/

    As you can see in the screenshot in the FAQ, the agent will receive a notification pop with the choice to either make himself available for interactions again or to go Off Queue. The agent needs to click one of those options to leave the Not Responding routing status.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: Flagged as non-responsive

    Posted 09-18-2019 15:57
    No replies, thread closed.
    Thanks George.

    The ​notification box, will it stay open indefinitely until the agent does something or could it close without the agent knowing?

    Is this the only notification available or could one be develop that would be more noticeable by our agents?

    What is the behavior when using the Salesforce integration as today we are using Genesys but once we have Salesforce fully configured we will be switching to it along with screen pops

    ------------------------------
    Ben Marthin
    Vehicle Service Group, LLC
    ------------------------------

    Original Message


  • 4.  RE: Flagged as non-responsive

    Posted 09-18-2019 16:16
    No replies, thread closed.
    In the embedded clients (like Chrome or Salesforce) it will look more like:


    It will stay until the agent does something with it, normally, but they could easily close the window to ignore it.


    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Flagged as non-responsive

    Posted 09-18-2019 16:19
    No replies, thread closed.
    That said, the notification should pop right back as soon as they open the Client UI again. It's pretty insistent on being dealt with.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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