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  • 1.  status management time

    Posted 21 days ago

    I would like to know if in Genesys it is possible to configure a maximum time for status management so that once the time is reached, the agent can no longer change to that state.

    example: configure a time to go to the bathroom, total time 15 min, the agent only can select status " bathroom"  if he has the enough time , if he spends all  the 15 minutes, the system could not allow him to use that status 


    #Other

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    Santiago Montoya
    NA
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  • 2.  RE: status management time

    Posted 21 days ago
    Edited by Kaio Oliveira 21 days ago

    Olá Santiago 

    -

    This functionality does not exist natively, not even when using WFM.
     
    In WFM, it will only report that it not adherence complies
     
    -
     
    Recently, we developed a Chrome extension for a client, that intercepts status changes made in the Genesys interface and validates them on the client bus, where a WFM control determines whether this status change can occur or not.
     
    If the validation is positive, the system allows the new status. If it is negative, the action will be blocked.

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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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  • 3.  RE: status management time
    Best Answer

    Posted 20 days ago

    Hi Santiago,

    Just adding to Kaio's response, while I am not aware of a native way to prevent agents from selecting a status once a time allowance has been exhausted, you may be able to monitor and report on it.

    For example, you could use presence-related events such as v2.users.{id}.integrationpresence to track when users enter and leave specific statuses. The presenceDefinition.id can then be mapped back to the configured presence using GET /api/v2/presence/definitions.

    This would allow you to track time spent in statuses such as "Bathroom" and potentially trigger notifications or workflows when thresholds are exceeded, although it would not natively prevent the status change itself.



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    Phaneendra
    Technical Solutions Consultant
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