Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on July 19, 2022, 12:05:18 PM

Title: Can Supervisor change agent not ready reason code in WDE.
Post by: PFCCWA on July 19, 2022, 12:05:18 PM

Hello,

Does anyone know if a wde supervisor can change an agent status from not ready (reason code) to another not ready reason code?
ie agent as set themselves under the incorrect not ready reason code (example=lunch instead of training).  I can see it is possible to change the status (in WDE) from ready to not ready, ready to log off but not from one reason code to another.
the document in link below suggests it cannot be done on some scenarios but not sure if it covers standard voice media.

https://docs.genesys.com/Documentation/IW/8.5.1/User/ChangeStateLogoff

thanks,

Title: Re: Can Supervisor change agent not ready reason code in WDE.
Post by: Raja Sekhar on August 11, 2022, 11:10:08 AM

I have other way of doing it.
I would create a strategy, and customize it to get the agent extension/agent/place and status that should be set (training/break...) as an DTMF input from supervisor, call the function in URS to send the events to sip server, which can change the NOT ready status for the agent from URS, which automatically reflects in Agent desktop.