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

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

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

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.

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