Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Site Evacuation

    Posted 12-15-2022 16:42
    No replies, thread closed.
    Just a question to the community about how you are handling site evacuation?
    The scenario is that there a mix of at home agents and site based agents all working the same queues, the site has an event and the agents need to evacuate. All agents are Auto Answer
    Lets also assume some agents arent diligent enough to take themselves off queue.
    How do you handle this?
    How do you identify just the site based agents? ( so you can perform some API wizardry to off queue them)
    Is there some automation that can be applied?

    I'd be keen to hear how other manage this

    Cheers
    Brian
    #ArchitectureandDesign
    #Integrations
    #PlatformAdministration

    ------------------------------
    Brian Allison
    Spark NZ Trading
    ------------------------------


  • 2.  RE: Site Evacuation

    Posted 12-15-2022 17:31
    No replies, thread closed.
    Keen to see other people's views too.

    If I recall, there's coming soon functionality to set auto answer at the queue level.  Not sure what takes preference but I wonder if your emergency trigger/evaluate part of a flow could call the API to change the queue to NOT be auto answer as a temporary solution while the site agents get home and back online.  Then those site agents will be put to not responding.

    This does relate to the overall gap in that there's a few places it would be very useful to know whether an agent was at home or not.  Unfortunately even with IP you can't control that if they're going via proxy etc.  Maybe some custom development that has a button they click on at the start of shift that sets them to site vs home.

    ------------------------------
    Vaun McCarthyVaun McCarthy
    ------------------------------

    Original Message


Related Content