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Is there a way to automatically re-enable "Make Eligible for Interactions" or Disable this

  • 1.  Is there a way to automatically re-enable "Make Eligible for Interactions" or Disable this

    Posted 3 hours ago
    Dear community,
     
    Is there any option to disable the "Make Eligible for Interactions" or automatically change an agent to "on queue" after some time if the agent does not answer a call during alerting? The reason is that when this notification appears for agents, they must manually set themselves to "on queue" to receive the next calls. Is there any alternative to this, except auto-answer? I'm looking for confirmation.

    #Routing(ACD/IVR)

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    Muhammed Shaibant
    x
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  • 2.  RE: Is there a way to automatically re-enable "Make Eligible for Interactions" or Disable this
    Best Answer

    Posted 2 hours ago

    Hi Muhammed

    -

    Yes, it is possible. It is important to mention that if this happens very frequently, it is necessary to look for the cause of the problem.
    You will need a trigger and a workflow.

    --

    -

    In the workflow, I use the Genesys APIs to return the agent to "Available" status and subsequently to "On Queue" after 2 seconds.
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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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