hi

We have seen that the definition of the Away status is the following:

"You are away from your computer. You can set your presence to Away manually. If you use the Desktop app, Genesys Cloud also changes your status to Away when your computer screen locks or changes to a screensaver.

Note: If you manually change your status to Away, Genesys Cloud allows you the chance to answer calls before they route to voicemail. However, if, due to inactivity, Genesys Cloud automatically changes your status to Away (Idle), it also sends calls directly to voicemail."

It is indicated that if agents manually select the Away state they can receive calls, and we would like to know if this could be avoided, that is, calls cannot reach the agent if they have manually selected the Away state. Could this be configured somehow?

Thank you very much

Regards

#PlatformAdministration

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Ana Martin
Sabio Ibérica, S.A.
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There is no feature in Genesys Cloud like in PureConnect to automatically change your status when you lock your computer or step away from your computer.  There is a system-wide feature for automatically talking people off-queue or logging them off after a set period of idle time.  Set an automatic inactivity timeout - Genesys Cloud Resource Center (mypurecloud.com)

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 06-26-2024 05:37
From: Ana Martin
Subject: status away manually

hi

We have seen that the definition of the Away status is the following:

"You are away from your computer. You can set your presence to Away manually. If you use the Desktop app, Genesys Cloud also changes your status to Away when your computer screen locks or changes to a screensaver.

Note: If you manually change your status to Away, Genesys Cloud allows you the chance to answer calls before they route to voicemail. However, if, due to inactivity, Genesys Cloud automatically changes your status to Away (Idle), it also sends calls directly to voicemail."

It is indicated that if agents manually select the Away state they can receive calls, and we would like to know if this could be avoided, that is, calls cannot reach the agent if they have manually selected the Away state. Could this be configured somehow?

Thank you very much

Regards

#PlatformAdministration

------------------------------
Ana Martin
Sabio Ibérica, S.A.
------------------------------