Hi Muhammed,
From my understanding, I do not believe there is a native feature in Genesys that blocks a Not Ready status change until supervisor approval is granted.
The closest native approach may be operational monitoring through:
A true approval-before-status-change workflow would likely require a custom integration/application approach using the APIs/SDKs, where the agent requests the status change externally and the actual presence update only occurs after supervisor approval.
Hope this helps.
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Phaneendra
Technical Solutions Consultant
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Original Message:
Sent: 05-18-2026 09:29
From: Muhammed Shaibant
Subject: Requirement for Supervisor Approval Before Changing Agent to Not Ready
Dear Team,
When an agent selects a Not Ready reason code, an approval request should be sent to the supervisor. The agent's status should be changed to Not Ready only after the supervisor approves the request. Until approval is granted, the agent must continue receiving calls in the Genesys Agent UI.
Could you please advise if there is any supported approach to achieve this requirement?
#Routing(ACD/IVR)
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Regards,
Shaiban
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