Workforce Engagement Management

Hi,

We have the following requirement from one of our customers and I am hoping to get some inputs from the community.

Their contact center agents mark themselves as busy when there is no calls to the queue. Whilst in the BUSY status they perform back office works in non genesys systems, such as outlook etc. And they are looking for a way to pull the agents back to on queue status based on the queue's metrics, such as when there are more than N calls waiting in the queue or the EWT of the queue exceeds a threshold. 

I am aware of setting up alerts based on queues metrics, but that will still require the agents to move them back to on-queue status which they can't rely on or the supervisors to move the agents to on-queue status which is again a manual task. They are essentially looking for an automated way to achieve this.

Please let me know if any of you has had a solution or a workaround to this problem.

Thanks in advance.

Hi,

I've recently been looking into a very similar requirement - automatically moving agents from Busy back to On Queue when certain thresholds are met (for example, N interactions waiting or EWT exceeding a defined value).

From what I've found, this isn't currently possible natively within Genesys Cloud. There's no built-in capability to automatically change an agent's routing status based purely on real-time queue metrics.

One possible workaround is to use an Outbound Campaign as a scheduled trigger mechanism. For example:

• Configure a campaign with a recurring schedule (e.g., every 5 minutes)

• Use it to trigger a Data Action

• The Data Action calls the Analytics API to check queue metrics

• If thresholds are breached, call the Users API to update routing status

In this design:

• The campaign acts as a scheduler

• The Data Action evaluates queue state

• The API updates agent routing status

I also came across an existing idea requesting time-based/scheduled triggers, which would make this type of use case much easier to implement natively:

https://genesyscloud.ideas.aha.io/ideas/SSAAOB-I-123

I have also added this idea https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-2123

Hope this helps, would be interested to hear if anyone has implemented this differently or found a cleaner/work around approach.

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Phaneendra
Technical Solutions Consultant
Monash University
Australia
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