Author Topic: Genesys Interaction Workspace - Checking Ready State status of all agents  (Read 94 times)

Offline ecsdude

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Hi,

We use Genesys IWS at work and our agents start up the IWS at start of shift and set themselves to Ready.  Sometimes, after a call comes in, the agents may not remember to set themselves back to Ready state again.  I'd like to be able to poll all agents workstations, check their current Ready state, and if there's anyone not in Ready state, certain actions can be performed to notify the supervisor and/or the agent.  or I could add code to automatically set the agent back in Ready state if the call has ended but they're still not in Ready state.

Would I need access to the API to accomplish this or just admin access?

Thanks in advance!

Offline Leon

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Re: Genesys Interaction Workspace - Checking Ready State status of all agents
« Reply #1 on: December 05, 2018, 09:29:16 PM »
You maybe could use a CCPulse or Pulse View where you could show Agents from an Agent Group with its status and set some threshold  to warning the supervisor for NotReady State or NotReady State Time.

Also you could use WDE with the Team Lead configuration to a Supervisor, with that function they could change to Ready State to the Agent or you could make you own module with SDK to do the same.

Offline ecsdude

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Re: Genesys Interaction Workspace - Checking Ready State status of all agents
« Reply #2 on: December 05, 2018, 11:52:34 PM »
thanks how do I know if I have these?  this was provided and pre-installed for our team to use by someone else.  i'll have to determine the contact to know what's available to us.