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When an agent is in After Wrap‑Up status and manually sets themselves to Off Queue, the system should trigger the Off‑Queue treatment. However, it is currently triggering the In‑Queue call flow instead.

  • 1.  When an agent is in After Wrap‑Up status and manually sets themselves to Off Queue, the system should trigger the Off‑Queue treatment. However, it is currently triggering the In‑Queue call flow instead.

    Posted 6 hours ago

    We are observing unexpected behavior when an agent is in After Call Work (After Wrap‑Up) status and manually sets themselves to Off Queue.
    Expected Behavior:
    When an agent moves to Off Queue status during After Call Work, the Off‑Queue Treatment should be triggered as configured. As in our flow We are offering Callback when agent off queue.
    Actual Behavior:
    Instead of triggering the Off‑Queue Treatment, the system triggers the Interacting Treatment, (Entering in Inqueue call flow ) even though the agent is no longer available to receive interactions.


    #ArchitectandDesign

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    Rawat Radhika
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  • 2.  RE: When an agent is in After Wrap‑Up status and manually sets themselves to Off Queue, the system should trigger the Off‑Queue treatment. However, it is currently triggering the In‑Queue call flow instead.

    Posted 6 hours ago

    Hi Rawat, how are you?

    I'm honestly not sure what the scenario is on your issue. Could you add some more details?

    You mentioned a treatment for "off-queue", what kind of treatment would that be? Where and how is that set?

    The only thing I can interpret from what you described would be something like:

    1) You have a Call Flow where those treatments are being checked/applied based on the status of your agents.
    2) So in the flow you check for instance if there is any agents available... and if there are, you send the call to the queue (therefore, to the inqueue call flow, as you mentioned)
    3) And if no agents are available (for instance, off queue, as you mentioned), you offer a callback.

    Is that the case?

    If it is, the only way for the community to give you any input would be if you gave some more information.

    Like:

    • How are you checking for which treatment to apply? Is that a data action? Have you checked the flow execution history to see what happened for that specific conversation where the wrong treatment was applied?

    • Maybe share the data action details as well, if you suspect it could be returning wrong results in relation to what you expect
    • Depending on what kind of scenario is checked before applying the treatment (like if it checks if there are ANY agents available, how did you confirm there wasn't any other agents available? Or if it only checks for this one specific agent, did you confirm they were already "off queue" BEFORE the call went through the treatment check? etc.)


    ------------------------------
    Marcello Jabur
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  • 3.  RE: When an agent is in After Wrap‑Up status and manually sets themselves to Off Queue, the system should trigger the Off‑Queue treatment. However, it is currently triggering the In‑Queue call flow instead.

    Posted 5 hours ago
    Hi Rawat, just to confirm, did you create a trigger using the v2.users.{id}.activity topic?
     
    The routing statuses are: Off Queue, IDLE, Interacting, Not Responding, and Communicating.
    When an agent is in ACW, the routing status remains Interacting. So if you added "ACW" as a direct condition in the trigger, it won't work as expected.
     
    In this case, I would do the following:
     
    1. In the trigger, set two conditions:
    • routingStatus.status = "INTERACTING"
    • presence.presenceDefinition.systemPresence = "AVAILABLE"
    2. In the workflow, call:
    GET /api/v2/analytics/agents/{userId}/status
    and check the sessions field:
    • During ACW (wrapup), segmentType shows wrapup
       
      {
  "userId": "4026XXXX-XXXX-XXXX-XXXX-XXXX5b7bXXXX",
  "divisionId": "b493XXXX-XXXX-XXXX-XXXX-XXXXc3d4XXXX",
  "userName": "Elisson Fernandes",
  "managerId": "582dXXXX-XXXX-XXXX-XXXX-XXXX26caXXXX",
  "sessionCount": 1,
  "sessions": [
    {
      "conversationId": "f495XXXX-XXXX-XXXX-XXXX-XXXXb70fXXXX",
      "sessionId": "5028XXXX-XXXX-XXXX-XXXX-XXXX7537XXXX",
      "sessionStart": "2026-06-02T01:08:33.255Z",
      "segmentStart": "2026-06-02T01:10:32.211Z",
      "segmentType": "wrapup",
      "routedQueueId": "d38dXXXX-XXXX-XXXX-XXXX-XXXXd294XXXX",
      "requestedRoutingSkillIds": [],
      "originatingDirection": "inbound",
      "mediaType": "voice"
    }
  ],
  "systemPresence": "AVAILABLE",
  "organizationPresenceId": "6a3aXXXX-XXXX-XXXX-XXXX-XXXXcdcdXXXX",
  "presenceDate": "2026-06-02T01:10:05.704Z",
  "routingStatus": "INTERACTING",
  "routingStatusDate": "2026-06-02T01:08:37.914Z",
  "isOutOfOffice": false
}
    • Active interaction (no ACW), segmentType shows interact
      "sessions": [
  {
    "conversationId": "f495XXXX-XXXX-XXXX-XXXX-XXXXb70fXXXX",
    "sessionId": "5028XXXX-XXXX-XXXX-XXXX-XXXX7537XXXX",
    "sessionStart": "2026-06-02T01:08:33.255Z",
    "segmentStart": "2026-06-02T01:08:37.735Z",
    "segmentType": "interact",
    "routedQueueId": "d38dXXXX-XXXX-XXXX-XXXX-XXXXd294XXXX",
    "requestedRoutingSkillIds": [],
    "originatingDirection": "inbound",
    "mediaType": "voice"
  }
]

    Based on segmentType (wrapup vs interact), you can take the desired action in the workflow.



    ------------------------------
    Elisson Fernandes
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