Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: anandapriyan on September 07, 2017, 10:56:52 AM

Title: Customized threshold for Agent status Busy time
Post by: anandapriyan on September 07, 2017, 10:56:52 AM

Hi Team,
Whether it is possible to display the agent status as Busy when the agent is in the call using the thresholds ?. And for the Wait for Next call and Not Ready for Next call, Can we able to display as Ready & Not Ready. Kindly looking forward for your suggestions.

Title: Re: Customized threshold for Agent status Busy time
Post by: Kubig on September 07, 2017, 12:10:13 PM

In what application you want to display it? What do you mean by call using tresholds? Try to be more specific in your needs.

Title: Re: Customized threshold for Agent status Busy time
Post by: anandapriyan on September 07, 2017, 12:16:31 PM

Thanks for your reply. In the CCPulse application, I need to display it. The call means, the agent is in the busy state (For example : CallInbound).

Title: Re: Customized threshold for Agent status Busy time
Post by: Kubig on September 07, 2017, 12:40:13 PM

You cannot change the status itself, but you can create your own formulas, which will show you the Busy status (as a string) in case the agent is on call

BTW: I do not see any logical reason for that as the status of the agent is changed while the call is active. While you change this behaviour you lost option to see proper status of the agent - it will lead just to misunderstanding and false "issues"