Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Work Avoidance

    Posted 02-07-2024 16:41
    No replies, thread closed.

    We had agents going to "On Queue" and then deselecting their soft phone allowing for work avoidance.  Our Supervisors now add a user station view when monitoring their teams to help stop this.  


    #Telephony

    ------------------------------
    Tony Manna
    Baxter Credit Union d/b/a BCU
    ------------------------------


  • 2.  RE: Work Avoidance
    Best Answer

    Posted 02-18-2024 22:42
    No replies, thread closed.

    Not precisely what you want to accomplish, but there is this feature to allow something similar:  How can I make sure that an agent goes off queue when they deselect their phone? - Genesys Cloud Resource Center (mypurecloud.com).  You now just have to monitor their adherence.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content