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  • 1.  Requirement for Supervisor Approval Before Changing Agent to Not Ready

    Posted 20 days ago

    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)

    ------------------------------
    Regards,
    Shaiban
    ------------------------------


  • 2.  RE: Requirement for Supervisor Approval Before Changing Agent to Not Ready

    Posted 20 days ago

    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:

    • Real-Time Adherence

    • alerting/notifications

    • or supervisor monitoring views.

    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.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



  • 3.  RE: Requirement for Supervisor Approval Before Changing Agent to Not Ready

    Posted 20 days ago

    Hi Muhammad

    Just to add on what Phaneendra has already mentioned.  You could potentially also look at setting this up using a Genesys Cloud Embeddable Framework.

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------



  • 4.  RE: Requirement for Supervisor Approval Before Changing Agent to Not Ready
    Best Answer

    Posted 20 days ago

    Might also be worth adding it to Genesys Cloud Product Ideas



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 5.  RE: Requirement for Supervisor Approval Before Changing Agent to Not Ready

    Posted 20 days ago

    Thank you all.

    I have also added this into https://genesyscloud.ideas.aha.io/ideas/EPAW-I-427



    ------------------------------
    Muhammed Shaibant
    x
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    Original Message


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