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  • 1.  Handling calls rerouted back to Queue

    Posted 08-12-2024 18:39
    No replies, thread closed.

    Hi,

    In Genesys Cloud, when an agent is not answering an ACD call, the agent will go into Not Responding and the call will be rerouted back to the queue and then route to the next available agent.

    Is it possible to handle this no answering/reroute event within an Inbound Flow or In Queue Flow? Basically we want to do some extra logic in call flow whenever an agent is not answering an ACD call and before the call will goes to the next available agent.

    Thanks,
    John


    #Routing(ACD/IVR)

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    John Chan
    FLIGHT CENTRE TRAVEL GROUP LIMITED
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  • 2.  RE: Handling calls rerouted back to Queue
    Best Answer

    Posted 08-13-2024 16:21
    No replies, thread closed.

    Hello John,

    I don't believe there is any extra logic available to handle when an agent does not respond. I do know that there is an Idea in the Product Ideas Lab that is currently marked as Future Consideration that deals with agents being marked as NOT_RESPONDING. I would recommend looking at that some of the Ideas that are posted and voting for any that match what you're looking for. If you don't find something that would fit your use case, Genesys encourages you to register your request through the Product Ideas Lab.

    If you do submit a new idea, please let us know!



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    Jason Kleitz
    Genesys - Employees
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    Original Message


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