Hi @Mohammad Domi & @Rolph Lieverse
To support this custom workaround, I created two custom Data Actions:
Data Actions
1. Get Queue Members (Joined, Not Responding)
This data action expects the string queueID as an input, and outputs a list of userId as an array of strings.
2. Update User Routing Status
This data action expects the string status and userId as an input, and outputs a string of (routing) status.
This performs an API PUT request to /api/v2/users/${input.userId}/routingstatus passing along the userID and the desired (routing) status, and if successful returns the routing status as IDLE.
Architect
Then from here, in Architect I call the following actions in the following order/flow.
In the first Call Data Action, I've manually specified the queueID here and output to a string collection Task.notRespondingMembers
The decision checks if the list Task.notRespondingMembers is empty or not.
If it's not empty, then start a loop to go through all members in the list using an index Task.userIdLoop
Then for each loop, call the data action to change the status to IDLE, by getting each user from the list corresponding to the loop value GetAt(Task.notRespondingMembers,Task.userIdLoop)
Once the list is empty, the loop will finish and you're done.
I've included an export of the Data Actions in case you wanted to give them a try.
Cheers,
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Jeff
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Original Message:
Sent: 01-03-2023 19:02
From: Jeff Hoogkamer
Subject: Best Practices to Handle Agents in "Not Responding" Status
Hi All,
As a workaround option to this, I ended up creating a set of Data Actions to put into an Architect flow that will attempt to put all Not Responding staff back to Idle (On Queue) to alert them again
The basic steps are:
- Data Action gets a list of queue members who are active (joined) but in Not Responding
- Architect Decision checks if any results returned
- If true, then Loop through second Data Action to update routing status back to Idle
These steps can then be put somewhere in Architect, such as:
- just before the Transfer to ACD step to make sure all available staff are ready
- in the In Queue Call loop with the hold messages/music so it periodically checks as well
This has greatly helped to make sure our night shift staff (when there's only 1 or 2) aren't just sitting there doing nothing and calls not getting answered.
Cheers,
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Jeff
Original Message:
Sent: 01-03-2023 16:36
From: Robert Wakefield-Carl
Subject: Best Practices to Handle Agents in "Not Responding" Status
I have a better idea. Instead of having to watch for this, use Gamification and a metric for Not Answering to give incentives for agents not to let this happen. Say a prize of $15 gift cards each month for those with no calls that hit that status and for those at the bottom, mandatory learning modules about promptness, courtesy, and keeping your job.
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Robert Wakefield-Carl
TTEC Digital, LLC dba Avtex
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 02-22-2021 15:01
From: Anne Hoang
Subject: Best Practices to Handle Agents in "Not Responding" Status
Hi Genesys Community,
What are some of the ways that you guys handle analysts/agents who are constantly in a "Not Responding" status? Meaning they set themselves to be "On Queue" to accept incoming calls, but end up not being able to answer calls that are routed to them, so the system automatically sets that agent to "Not Responding", which has been causing an issue because when new calls come in, the agents are them not notified and will not know that they are receiving calls.
We've trained our analysts to continuously monitor their statuses and remove themselves from the "On Queue" status to "Busy" or "Away". However, this is constantly an issue for us as analysts might be multi-tasking and forget that they've put themselves to be "On Queue" or have stepped away from their desks.
Is there a way to remove or disable the "Not Responding" status? Or what are some ways that your team has handled this situation?
#PlatformAdministration
#QualityManagement
#SystemAdministration
#Telephony
#Unsure/Other
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Thanks,
Anne
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