Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  If an agent is Off-Queue and Logged out from PureCloud, his status should not be INTERACTING

    Posted 11-14-2019 08:02
    No replies, thread closed.
    Does somebody experiencing the same problem as our customer?


    Situation:

    There are agents working on a Servicedesk team for Voice & Email Queues.

    One of the agent (Agent-1) has finished his duty for the current day, he put Off-Queue & Logged-off from the PurerCloud User Interface.

     

    Problem:

    An Email came after that and another agent has forward this to the Agent-1.

    The status of Agent-1 has changed to "INTERACTING" eventhough he is logged-off and not anymore present (IDLE) in PureCloud.

     

    This behavior affects also the inbound voice call routing.

     

    The calls come in the night time are not forwarded to the Piket Mobile phone as it should be, which is configured on the Call-Flow.

    The reason is, PureCloud assumes that an agent is available for the voice queue and in "INTEARCTING" status.

     

    Because of this PureCloud behavior, the customer does not get their picket calls in the night time.


    I have opened a case for this problem and received the answer as follows:
    "Working as designed"


    I have now opened an Idea:   https://purecloud.ideas.aha.io/ideas/CLINB-I-724

    Could you please vote for this, if you thing this could be a problem for you too?

    Thanks in advance!

    Regards,
    Raj





    #Omni-ChannelDesktop/UserInterface
    #Routing(ACD/IVR)

    ------------------------------
    Ratnarajah Rajkumar
    SPIE ICS AG
    ------------------------------


  • 2.  RE: If an agent is Off-Queue and Logged out from PureCloud, his status should not be INTERACTING

    Posted 11-23-2019 05:44
    No replies, thread closed.
    Hi Raj,

    I don´t know if you already found a workaround for this.

    Have you tried to transfer the emails to another queue?

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------



  • 3.  RE: If an agent is Off-Queue and Logged out from PureCloud, his status should not be INTERACTING

    Posted 11-25-2019 08:50
    Edited by Chris Bohlin 11-25-2019 08:50
    No replies, thread closed.
    Paulo - thanks for following up and contributing to the community - we really appreciate it!

    I was able to work directly with Raj on this issue last week and we were able to find a workaround.  The short description of his issue was that an agent's routing status is changed if they are blind transferred an ACD interaction while offline.  As a result, a specific data action Raj had created to determine when agents were offline was failing (b/c he included the 'Interacting' status) and subsequently would stop phone calls from routing to the correct location.

    Ultimately, we determined that the system is working as designed (as we support the routing of interactions to offline agents), but Product is looking to see if we can improve this process and provide better clarity around what should happen to the status of offline agents.  Nothing is set it stone yet - but we are looking into this.

    Thanks again for your contributions!

    Take care,
    Chris

    ------------------------------
    Chris Bohlin
    Product Manager - PureCloud
    ------------------------------

    Original Message


  • 4.  RE: If an agent is Off-Queue and Logged out from PureCloud, his status should not be INTERACTING

    Posted 11-25-2019 17:14
    No replies, thread closed.
    Hi Chris,

    That's good news.

    Thank you for the update. I appreciate it.

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


Related Content