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  • 1.  status management time

    Posted 2 hours 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 an hour ago
    Edited by Kaio Oliveira an hour 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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