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PLEASE VOTE: Supervisor/admin should be able to change agent status

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  • 1.  PLEASE VOTE: Supervisor/admin should be able to change agent status

    Posted 08-14-2018 08:06
    No replies, thread closed.
    Hi all,

    I noticed multiple threads regarding this subject,- but no solution.

    What do we want:
    An admin of supervisor should be able to change the status of an agent.

    Why:
    If an agent goes home and he forgets to logout,- an supervisor or admin should be able to log out the user. In my opinion,- this should be a standard available task. I'm like really surprised to hear it's not possible.

    Related topics:



    Not taking no for an answer,- please VOTE this thread and I will do my best to raise a shared ticket.

    ------------------------------
    Christian Ropertz
    Dealerdirect B.V.
    ------------------------------


  • 2.  RE: PLEASE VOTE: Supervisor/admin should be able to change agent status

    Posted 08-15-2018 10:10
    No replies, thread closed.
    Hi all, 

    7 likes/votes so far! Thank you. 
    Lets see how much votes we have collected by the end of the week.

    I will post my results in this topic.

    Again, thank you!

    ------------------------------
    Christian Ropertz
    Dealerdirect B.V.
    ------------------------------



  • 3.  RE: PLEASE VOTE: Supervisor/admin should be able to change agent status

    Posted 08-15-2018 10:30
    No replies, thread closed.
    Keep voting. Product Management is looking at this again.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: PLEASE VOTE: Supervisor/admin should be able to change agent status

    Posted 08-16-2018 05:50
    No replies, thread closed.
    Hi George,

    10 votes already.
    How much votes do we need? Any chance Genesys will implement this feature?

    Regards, Christian

    ------------------------------
    Christian Ropertz
    Dealerdirect B.V.
    ------------------------------

    Original Message


  • 5.  RE: PLEASE VOTE: Supervisor/admin should be able to change agent status

    Posted 08-17-2018 05:54
    No replies, thread closed.
    Hi all,

    Just a quick update from my side. With 13 votes, I believe we have a good change that Genesys will work on this.
    I contacted George (Genesys) and asked him how much votes is enough.

    Keep you updated.

    Regards, Christian

    ------------------------------
    Christian Ropertz
    Dealerdirect B.V.
    ------------------------------



  • 6.  RE: PLEASE VOTE: Supervisor/admin should be able to change agent status

    Posted 08-17-2018 09:15
    No replies, thread closed.
    100 votes would be more convincing.

    There is a different request already on the Ideas Lab which you would be better off voting for, as it already has 69 votes:
    https://purecloud.ideas.aha.io/ideas/CLINB-I-263

    Product Management has already started taking another look at the feature.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: PLEASE VOTE: Supervisor/admin should be able to change agent status

    Posted 08-17-2018 09:11
    No replies, thread closed.
    This is definitely a feature that is needed.     Please keep pushing for this! 


    ------------------------------
    Todd Smith
    EnvisionRxOptions
    ------------------------------



  • 8.  RE: PLEASE VOTE: Supervisor/admin should be able to change agent status
    Best Answer

    Posted 08-17-2018 11:45
    No replies, thread closed.
    All-

    Thanks for the lively discussion on this topic.  We realize this is a need and it is prioritized for development.  Initially, we will be adding the capability to change status into the Queue Activity Detail view and that work is scheduled to begin this quarter.  Keep the ideas coming!  Have a great weekend!

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------



  • 9.  RE: PLEASE VOTE: Supervisor/admin should be able to change agent status

    Posted 12-07-2018 17:06
    No replies, thread closed.
    Happy Friday!

    I wanted to draw your attention to the coming soon page (https://help.mypurecloud.com/features-coming-soon/) and announce that this capability is coming soon!  Below is the release note content once the feature is released:

    Change agent's status in Queues Activity Detail view
    Contact center supervisors can now change an agent's status, secondary status, and on-queue status in the Queues Activity Detail view when agents forget to change their status during a break or at the end of a shift. This feature prevents interactions from routing to unavailable agents and helps maintain agent schedule adherence.

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 10.  RE: PLEASE VOTE: Supervisor/admin should be able to change agent status

    Posted 12-12-2018 08:59
    No replies, thread closed.
    I'm happy to announce that this feature shipped today!  For more information please visit:  https://help.mypurecloud.com/articles/change-an-agents-status/

    Thanks for all the feedback & have a happy holiday season!

    ------------------------------
    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 11.  RE: PLEASE VOTE: Supervisor/admin should be able to change agent status

    Posted 09-02-2019 08:59
    No replies, thread closed.
    Hi Darlene, 

    Is there anyway to report on this? 

    i.e. Agent X was manually forced into a status X times today?  

    Thanks, 
    Jasmin

    ------------------------------
    Jasmin Jenkinson
    Tonik Energy
    ------------------------------

    Original Message


  • 12.  RE: PLEASE VOTE: Supervisor/admin should be able to change agent status

    Posted 09-02-2019 20:23
    No replies, thread closed.
    We do report on time in status but we do not report on who changed the status.

    ------Original Message------

    Hi Darlene, 

    Is there anyway to report on this? 

    i.e. Agent X was manually forced into a status X times today?  

    Thanks, 
    Jasmin

    ------------------------------
    Jasmin Jenkinson
    Tonik Energy
    ------------------------------


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