Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: berserkzas on November 21, 2023, 09:22:28 AM

Title: Can you change status automatic in WDE?
Post by: berserkzas on November 21, 2023, 09:22:28 AM

In WDE. Is it possible to modify the status be changed automatically?

For example, an agent is taking too long to ACW, so I would like to have its status revert back to Ready in 3 minutes.

Title: Re: Can you change status automatic in WDE?
Post by: cavagnaro on November 22, 2023, 11:56:28 AM

Why would it be too long? You set the acw time based on time needed to finish a back end task. At the end of this timer agent goes to Ready immediately. You can usually trigger the ready when he finishes his CRM task by integration. Other thing is NotReady, but how do you know agent is on his chair for example?
I would recommend to set ACW based on a media calculation based on statistics. These approaches are not the best.
But yes, technically you can.
Gax has an option to do it. You can also develop something.

Enviado de meu SM-S918B usando o Tapatalk

Title: JavaScript in IRD strategies?
Post by: GeorgeZek on February 20, 2024, 02:41:06 PM

I have been exploring the use of JavaScript within IRD strategies to enhance the functionality and customization of our Genesys platform. I have found that incorporating JavaScript can offer more flexibility and control in handling complex logic and interactions within our routing strategies. However, I have also encountered some challenges in integrating JavaScript seamlessly with IRD.