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  • 1.  Prevent systemPresence change when an agent is in routingstatus "interacting" or apply it only at the end of a call?

    Posted 03-07-2025 11:08
    No replies, thread closed.

    Hello,

    I see that a user can change his systemPresence (away or break for example) when he is in routingstatus "interacting" (ACD interaction) in Genesys Cloud.

    This poses a difficulty because as an agent, I can be in break or away when I am in ACD call, as the system allows it.

    - routingstatus

    {
      "status": "INTERACTING",
      "startTime": "2025-03-07T15:17:29.326Z"
    }

    - systemPresence

    {

    "presence": {
        "source": "PURECLOUD",
        "presenceDefinition": {
          "id": "User_ID",
          "systemPresence": "On Queue",

    "modifiedDate": "2025-03-07T15:16:43.194Z"
      },

    User change his status when he is in call :

    "presence": {
        "source": "PURECLOUD",
        "presenceDefinition": {
          "id": "User_ID",
          "systemPresence": "Away",

    "modifiedDate": "2025-03-07T15:22:56.809Z"

    },

    User end his call at : 2025-03-07T15:28:27.523Z

    We can say that he was

    • on queue from 15:16:43.194 to 15:22:56.809 and away from 15:22:56.809 to 15:28:27.523
    • in ACD call (interacting) from 15:17:29.326 to 15:28:27.523

    So I can not make a precise history on agent's day by cumulating this two data (less time in queue, more time in interaction).

    Do you have any suggestions or is it possible to allow an agent to apply his presence status change only at the end of an ACD interaction ?

    Thank you for your lights !

    Regards,


    #Reporting/Analytics
    #Routing(ACD/IVR)

    ------------------------------
    Jeremie
    IT
    ------------------------------


  • 2.  RE: Prevent systemPresence change when an agent is in routingstatus "interacting" or apply it only at the end of a call?
    Best Answer

    Posted 03-07-2025 11:52
    No replies, thread closed.

    Hi Jeremie,

    Currently there isnt an option to stop/block presences based on routing statuses.  There is an Idea in the Genesys Cloud Ideas Portal that covers your scenario and is requesting feedback as they plan how they can implement this change. I would recommend voting on the idea and providing feedback so that it can be considered as part of the planning.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Prevent systemPresence change when an agent is in routingstatus "interacting" or apply it only at the end of a call?

    Posted 03-10-2025 03:16
    No replies, thread closed.

    Hi Samuel,

    Thank you for your answer, idea voted ! 

    Hoping that this will be planned soon

    Regards



    ------------------------------
    Jeremie SIMON
    IT
    ------------------------------

    Original Message


  • 4.  RE: Prevent systemPresence change when an agent is in routingstatus "interacting" or apply it only at the end of a call?

    Posted 03-11-2025 06:49
    No replies, thread closed.

    as some of our colleagues say, don't just vote, but leave a comment - this attracts more attention to an idea ;)



    ------------------------------
    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
    ------------------------------

    Original Message


  • 5.  RE: Prevent systemPresence change when an agent is in routingstatus "interacting" or apply it only at the end of a call?

    Posted 03-11-2025 09:16
    No replies, thread closed.

    @Ekaterina Kononova, if you had looked at the idea you would have seen that this was already done 4 days ago 

    If it can help boost, of course I leave a comment :)



    ------------------------------
    Jeremie SIMON
    IT
    ------------------------------

    Original Message


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