WDE Supervisor - Agent Force Logout

[raza990]

Hi,

Can Supervisor WDE have feature to forcefully logout/Not Ready agent from WDE ?

I ready about AAM (Agent AActivity Montoring) which can work with WDE and can provide such functionality but not sure it require license or not.

[hsujdik]

You can contact them through this link to get an answer: https://appfoundry.genesys.com/#/filter/pureengage/listing/b1e25ada-44cd-4caf-ab43-c8e42fecf9ac

[raza990]

Thanks. But does it mean that WDE do not have such OOTB functionality ?

[hsujdik]

As far as I know, there is no OOTB feature for that. There are some ways to do that, none of them is user-friendly. You could have URS registered to all Extension and have a strategy loaded onto a management Routing Point which could have a strategy to authenticate yourself and then collect the digits of the AgentLogin that you want to place in Not Ready or Log Out, for example. You should also add ways to check if the supervisor has permission to control that agent too. Not practical, nor user-friendly, but could get the job done.

[Rutger]

For WDE a feature is on the Q2 PureEngage product roadmap:
- Supervisor remote agent state change and logoff.

[vmc]

Where do you find those features roadmaps?

Sent from my Redmi Note 3 using Tapatalk

[hsujdik]

[quote author=vmc link=topic=10964.msg49831#msg49831 date=1525458313]
Where do you find those features roadmaps?
[/quote]

I search them in cxinsider:
http://cxinsider.genesys.com/?s=roadmap

[n3vek7]

You can use "ForceLogout" function in IRD/ORS.
That's what we did. We programmed an IVR to collect the agent login id to logout.

HTH

[petitspirou]

Last release of WDE can do it now
at last! After years...

[Rutger]

yeah finally. it's working great!! Even set certain channels to Ready is working good.

[Noufal]

really its an issue . even can't change not ready status per channel by agent also .

[cavagnaro]

  Why would you do that?
Supervisor is that, not a baby sitter...