Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: yaredsha on September 25, 2013, 01:40:12 PM

Title: IWS - Work Items inside workbins can be processed while the Agent is logged out
Post by: yaredsha on September 25, 2013, 01:40:12 PM

It is possible in Genesys Interaaction Workspace to edit/work on work items that are parked in the Agent's workbin while the Agent is logged out. Does someone know how to prevent this (may be via configuration)?

Title: Re: IWS - Work Items inside workbins can be processed while the Agent is logged out
Post by: Kubig on September 25, 2013, 02:05:33 PM

Any workbin is independent on agent or any other object status

Title: Re: IWS - Work Items inside workbins can be processed while the Agent is logged out
Post by: cavagnaro on September 25, 2013, 07:35:11 PM

Maybe you can create a Workbin of Agent Group type and not only Agent type...I remember there were 4 options

Title: Re: IWS - Work Items inside workbins can be processed while the Agent is logged out
Post by: Flávio on October 01, 2013, 10:58:08 AM

Hi, in our environment we did like that:

1- Agent is logged in
2- Interaction arrives for the treatment and stay in the agents 'queue' (his own workbin)
3- Agent loggout
4- by that time we get all the interactions that where in the workbin and redirect to the 'general' workbin to be routed to another agent.

in that way your interaction will never stay stopped waiting for the agent to come back to work.

cheer,