Genesys Cloud - Main

Hello,

Some agents managed to switch to 'Break' status in the middle of a call.
Is there a way to restrict agents from changing their status to break during an active interaction?

Thank you

Hello,

Some agents managed to switch to 'Break' status in the middle of a call.
Is there a way to restrict agents from changing their status to break during an active interaction?

Thank you

Hello,

Some agents managed to switch to 'Break' status in the middle of a call.
Is there a way to restrict agents from changing their status to break during an active interaction?

Thank you

Here is an idea https://genesyscloud.ideas.aha.io/ideas/DIG-I-347 thats currently under planning where we are looking to introduce a new status. If an agent is actively working on interactions and they choose an off queue status like a 'Break', we will put this agent in a 'Requesting Off Queue' status. No new interactions will be routed to this agent and the agent automatically goes into 'Break' once all the active interactions are completed. 

Hello,

Some agents managed to switch to 'Break' status in the middle of a call.
Is there a way to restrict agents from changing their status to break during an active interaction?

Thank you

Here is an idea https://genesyscloud.ideas.aha.io/ideas/DIG-I-347 thats currently under planning where we are looking to introduce a new status. If an agent is actively working on interactions and they choose an off queue status like a 'Break', we will put this agent in a 'Requesting Off Queue' status. No new interactions will be routed to this agent and the agent automatically goes into 'Break' once all the active interactions are completed. 

Hello,

Some agents managed to switch to 'Break' status in the middle of a call.
Is there a way to restrict agents from changing their status to break during an active interaction?

Thank you

@Sabyasachi Pradhan is something similar already in place? We use a 3rd party scheduling suite with RTA capabilities, and it is seeing routing status changes to IDLE through whatever topics they're subscribed to as the agents put themselves in Break, Meeting, Training, etc. For example, we'll get a Meeting-IDLE event if they switch themselves into Meeting while on a call. 

Is that part of this development, or is this BAU behavior every time an offline status is selected initially?

Here is an idea https://genesyscloud.ideas.aha.io/ideas/DIG-I-347 thats currently under planning where we are looking to introduce a new status. If an agent is actively working on interactions and they choose an off queue status like a 'Break', we will put this agent in a 'Requesting Off Queue' status. No new interactions will be routed to this agent and the agent automatically goes into 'Break' once all the active interactions are completed. 

Hello,

Some agents managed to switch to 'Break' status in the middle of a call.
Is there a way to restrict agents from changing their status to break during an active interaction?

Thank you

Not yet. But eventually once the idea moves into progress one would expect the event to have the status as "On-Queue" with a new secondary status as "Requesting Off Queue". Only when the active interaction is done, will a new event be triggered with the status Break or Meeting or Training.  

@Sabyasachi Pradhan is something similar already in place? We use a 3rd party scheduling suite with RTA capabilities, and it is seeing routing status changes to IDLE through whatever topics they're subscribed to as the agents put themselves in Break, Meeting, Training, etc. For example, we'll get a Meeting-IDLE event if they switch themselves into Meeting while on a call. 

Is that part of this development, or is this BAU behavior every time an offline status is selected initially?

Here is an idea https://genesyscloud.ideas.aha.io/ideas/DIG-I-347 thats currently under planning where we are looking to introduce a new status. If an agent is actively working on interactions and they choose an off queue status like a 'Break', we will put this agent in a 'Requesting Off Queue' status. No new interactions will be routed to this agent and the agent automatically goes into 'Break' once all the active interactions are completed. 

Hello,

Some agents managed to switch to 'Break' status in the middle of a call.
Is there a way to restrict agents from changing their status to break during an active interaction?

Thank you

Thanks. Do you know if getting an Off Queue presence with an Idle routing status normal when the agents enter these statuses while on a call today/is that the only time we would see that?

Not yet. But eventually once the idea moves into progress one would expect the event to have the status as "On-Queue" with a new secondary status as "Requesting Off Queue". Only when the active interaction is done, will a new event be triggered with the status Break or Meeting or Training.  

@Sabyasachi Pradhan is something similar already in place? We use a 3rd party scheduling suite with RTA capabilities, and it is seeing routing status changes to IDLE through whatever topics they're subscribed to as the agents put themselves in Break, Meeting, Training, etc. For example, we'll get a Meeting-IDLE event if they switch themselves into Meeting while on a call. 

Is that part of this development, or is this BAU behavior every time an offline status is selected initially?

Here is an idea https://genesyscloud.ideas.aha.io/ideas/DIG-I-347 thats currently under planning where we are looking to introduce a new status. If an agent is actively working on interactions and they choose an off queue status like a 'Break', we will put this agent in a 'Requesting Off Queue' status. No new interactions will be routed to this agent and the agent automatically goes into 'Break' once all the active interactions are completed. 

Hello,

Some agents managed to switch to 'Break' status in the middle of a call.
Is there a way to restrict agents from changing their status to break during an active interaction?

Thank you