Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  SalesForce webRTC disable by Agent

    Posted 07-16-2024 02:14
    No replies, thread closed.

    Hi Guys 

    I have experience with the agent can make the WebRTC status to not working, he close the WebRTC many times until the WebRTC not working, and the agent still can change status to On Queue. Is is any have case like this ? and this agent will not received any call .

    Is any one having experience to handle case like this ? how to monitor the agent with the WebRTC is not ready ?

    Please advise


    #Unsure/Other

    ------------------------------
    Husein Nasution
    PT Solusi Tiga Selaras
    ------------------------------


  • 2.  RE: SalesForce webRTC disable by Agent
    Best Answer

    Posted 07-16-2024 14:35
    No replies, thread closed.

    Hello Husein,

    I would recommend checking out the following article from the Resource Center:

    From https://help.mypurecloud.com/faqs/how-can-i-make-sure-an-agent-goes-off-queue-if-they-deselect-their-phone/

    How can I make sure that an agent goes off queue when they deselect their phone?

    To prevent an agent from remaining on queue if they deselect their phone, remove the Telephony > Station > DisassociateSelf permission from the agent. Similarly, if you remove the permission, an agent cannot go on queue without a selected phone.

    Note: Do not remove this permission from agents who handle digital interactions.

    I did see that someone has recently submitted an Idea to the Genesys Cloud Product Ideas Lab.

    https://genesyscloud.ideas.aha.io/ideas/TEL-I-200 

    If you click the VOTE button on that page, it should notify you via email as this Idea progresses through development.



    ------------------------------
    Jason Kleitz
    Genesys - Employees
    ------------------------------



Related Content