Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: raza990 on May 03, 2018, 01:53:55 PM

Title: WDE Supervisor - Agent Force Logout
Post by: raza990 on May 03, 2018, 01:53:55 PM

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.

Title: Re: WDE Supervisor - Agent Force Logout
Post by: hsujdik on May 03, 2018, 02:12:44 PM

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

Title: Re: WDE Supervisor - Agent Force Logout
Post by: raza990 on May 03, 2018, 02:18:22 PM

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

Title: Re: WDE Supervisor - Agent Force Logout
Post by: hsujdik on May 03, 2018, 02:47:29 PM

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.

Title: Re: WDE Supervisor - Agent Force Logout
Post by: Rutger on May 04, 2018, 09:34:39 AM

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

Title: Re: WDE Supervisor - Agent Force Logout
Post by: vmc on May 04, 2018, 06:25:13 PM

Where do you find those features roadmaps?

Sent from my Redmi Note 3 using Tapatalk

Title: Re: WDE Supervisor - Agent Force Logout
Post by: hsujdik on May 04, 2018, 06:30:47 PM

[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

Title: Re: WDE Supervisor - Agent Force Logout
Post by: n3vek7 on May 10, 2018, 01:19:28 PM

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

Title: Re: WDE Supervisor - Agent Force Logout
Post by: petitspirou on June 27, 2018, 03:25:34 PM

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

Title: Re: WDE Supervisor - Agent Force Logout
Post by: Rutger on June 28, 2018, 07:09:06 AM

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

Title: Re: WDE Supervisor - Agent Force Logout
Post by: Noufal on June 28, 2018, 09:25:09 AM

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

Title: Re: WDE Supervisor - Agent Force Logout
Post by: cavagnaro on June 28, 2018, 11:52:28 AM

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