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  • 1.  out of queue

    Posted 11-04-2024 13:39
    No replies, thread closed.

    Hello,

    • If the agent doesn't take the call and miss an ACD interaction, the call will certainly be transferred to another agent, then he will be prompted to go back to the On Queue status or return to the Available (non-ACD) status by going Off Queue.but the agent will remain blocked, it's up to him to manually put himself back in the queue.
    • Is there a solution to apply a rule, for example, after 3 seconds, the system will automatically put him back in the queue?

    thank you


    #Routing(ACD/IVR)
    #SystemAdministration
    #Telephony
    #Unsure/Other

    ------------------------------
    Rihab
    ------------------------------


  • 2.  RE: out of queue

    Posted 11-04-2024 13:46
    No replies, thread closed.

    Hello Rihab, 

    There is no automation to do this but supervisors can manually put agents back on queue.

    When a user fails to answer an interaction, they are put in the NOT_RESPONDING routing status. They will remain in this routing status until they do something to change it; the system will not change them out of that routing status automatically. 

    This might be a good idea though!

    Cheers, 



    ------------------------------
    Cam
    Online Community Manager/Moderator
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  • 3.  RE: out of queue

    Posted 11-05-2024 08:56
    No replies, thread closed.

    You can also track/identify the Not Responding
    1. Add an alert that sends a notification to the supervisor and/or the agent when in that status 
    2. Add it to a dashboard with an alert to highlight that someone is in that status



    ------------------------------
    Patti Oaks
    Engineer
    ------------------------------



  • 4.  RE: out of queue
    Best Answer

    Posted 11-05-2024 12:42
    No replies, thread closed.

    Technically it is possible. You can implement this logic using Process Automation Trigger and Workflow as follows:

    1) Create a Data Action to change the user status to IDLE

    Reference: https://developer.genesys.cloud/useragentman/users/#put-api-v2-users--userId--routingstatus

    2) Create a Workflow that utilizes the Data Action created above

    3)  Add a Trigger for the topic "v2.users.{id}.activity" that activates when an agent's status changes to "Not Responding". Configure it to use the previously created Workflow to change their status to IDLE

    Reference: https://developer.genesys.cloud/platform/process-automation/trigger-examples/user-in-away-status

    Important Consideration
    Evaluate if this automation is necessary before implementing it. Consider the following scenario: if an agent leaves their desk without setting their status to "Off-queue," this configuration will repeatedly change their status to IDLE. As a result, instead of routing calls to other available agents, the system will continue to alert this unavailable agent, potentially leading to increased customer wait times.



    ------------------------------
    Maxim Tsvetov
    Principal PS Consultant
    Genesys
    ------------------------------



  • 5.  RE: out of queue

    Posted 11-06-2024 03:28
    No replies, thread closed.

    If it can be useful: we have implemented the same suggestion provided by Maxim; but with a small variation in the Workflow invoked by the trigger: we introduced a 5 minute delay, the invocation of a Data Action to check if the agent's status is still in NOT RESPONDING and, if so, we execute the call to the Data Action that sets the RoutingStatus to IDLE.



    ------------------------------
    Matteo Paratici
    Manager
    ------------------------------

    Original Message


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