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  • 1.  What Does not responding mean

    Posted 06-27-2019 11:27
    No replies, thread closed.

    What does Not responding mean? After how much time is the agent presented with the "Not Responding" message?


    #Routing(ACD/IVR)

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    Asha Gopal
    Novo Nordisk Inc.
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  • 2.  RE: What Does not responding mean

    Posted 06-27-2019 13:21
    No replies, thread closed.
    It means that an ACD interaction was routed to the agent and alerted in their Client UI, but the agent did not pick up the interaction before it timed out and went back into the queue. PureCloud automatically changes the agent to a Not Responding status when that happens.

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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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  • 3.  RE: What Does not responding mean

    Posted 06-27-2019 14:38
    No replies, thread closed.

    Thank you George. After how much time does the system set to Not responding status?

     



    ------Original Message------

    It means that an ACD interaction was routed to the agent and alerted in their Client UI, but the agent did not pick up the interaction before it timed out and went back into the queue. PureCloud automatically changes the agent to a Not Responding status when that happens.

    ------------------------------
    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
    ------------------------------


  • 4.  RE: What Does not responding mean

    Posted 06-27-2019 14:51
    No replies, thread closed.
    Whatever amount of time is set for Alerting Timeout in the Queue configuration (under Admin>Contact Center>Queues) for each interaction type. It is 7 seconds by default for most of the interaction types.

    ------------------------------
    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: What Does not responding mean

    Posted 06-27-2019 16:28
    No replies, thread closed.

    Thank you George.

     



    ------Original Message------

    Whatever amount of time is set for Alerting Timeout in the Queue configuration (under Admin>Contact Center>Queues) for each interaction type. It is 7 seconds by default for most of the interaction types.

    ------------------------------
    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
    ------------------------------


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