hi
We have seen that the definition of the Away status is the following:
"You are away from your computer. You can set your presence to Away manually. If you use the Desktop app, Genesys Cloud also changes your status to Away when your computer screen locks or changes to a screensaver.
Note: If you manually change your status to Away, Genesys Cloud allows you the chance to answer calls before they route to voicemail. However, if, due to inactivity, Genesys Cloud automatically changes your status to Away (Idle), it also sends calls directly to voicemail."
It is indicated that if agents manually select the Away state they can receive calls, and we would like to know if this could be avoided, that is, calls cannot reach the agent if they have manually selected the Away state. Could this be configured somehow?
Thank you very much
Regards
#PlatformAdministration------------------------------
Ana Martin
Sabio Ibérica, S.A.
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