Genesys Cloud - Main

Hi, 

I'm curious if it's possible to change the status of an agent who has logged out in a "Not responding" state. Once a user is offline, modifying their status or logging them out to eliminate the "Not responding" status is not possible. This is causing some confusions for the RTM team when they monitor the traffic and see agents in not responding when they have been offline for plenty of hours. 

#Unsure/Other

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Joakim Kantola
H&M Hennes & Mauritz GBC AB
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You should be able to resolve using this API endpoint: PUT /api/v2/users/{userId}/routingstatus

Or the IDLE state if the user is currently online.

You can use this API to set an Agent to On Queue: PATCH /api/v2/users/{userId}/presences/purecloud

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Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
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