Bill_Leasure | 2017-09-19 18:24:53 UTC | #1
My understanding is that when an agent fails to answer a call, the agent's Routing Status is set to NOTRESPONDING, and there is a visual alert in the UI. However, the agent's Presence remains ONQUEUE.
How does this impact Occupancy / Utilization reports? Is there a way to ensure that aggregate reports based on Presence account for NOT_RESPONDING and carve this time back out of total agent productive time?
Thanks
tim.smith | 2017-09-19 18:48:55 UTC | #2
Here's some documentation on presence and routing status: https://help.mypurecloud.com/articles/agent-presence-status-and-activity-indicators/
If that doesn't give you what you need, try posting in the PureCloud Community Forum. This forum is only for discussions related to customizations using the PureCloud APIs, not product questions.
system | 2017-10-20 18:49:43 UTC | #3
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
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