Genesys Cloud CX

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  • 1.  "Make Eligible for Interactions" message

    Posted 09-20-2023 09:59

    Is it possible to disable the "Make Eligible for Interactions" message

    Nagham Ghawanmeh
    Fourth Dimension Systems LLC

  • 2.  RE: "Make Eligible for Interactions" message

    Posted 09-21-2023 13:47

    I don't believe so.

    This happens when an agent is on queue, but doesn't answer an interaction sent to them. (Maybe they went on a break without changing status.) The system makes them temporarily ineligible for future interactions, so that it doesn't try to route more interactions to them (the assumption being that whatever the reason is that they didn't answer the first one will prevent them from answering more.) This is so that future customers are not impacted by having to wait for their call to time out waiting for this agent before trying another.

    The "Make Eligible for Interactions" button is to allow the agent to inform the system that they have resolved the issue (or come back from their break!) and will answer future interactions, so it can remove the temporary ineligibility.


    Paul Simpson
    Eventus Solutions Group

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