Setting an agent automatically as Not Ready

[Niina_P]

Symptoms

An agent isn't automatically set as Not Ready although they haven't accepted allocated conversations from a queue.

Prerequisites

You must have rights to modify the specific queue and the user settings template.

Solution

You need to define the following settings:

Setting	Location	Read more
Activate Not-Ready Status After No Response	Queue Management > Queues > [Select the queue] > Client Settings	Client Settings (cloud)   Client Settings (FP19)
Timeout for Contacts to be Picked or Rejected	Queue Management > Queues > [Select the queue] > Contact Management	Queue's Contact Management Settings (cloud)  Queue's Contact Management Settings (FP19)  Community post: Changing how long a conversation is offered in Communication Panel. Note: This setting is found for both the channel and queue. However, when using automatic Not Ready status, the queue-level value must be defined and must be less than the one defined for the channel.
Number of Offerings Before Activating Not Ready	User and Role Management > User Settings Template > [Select the template] > Communication Panel Settings	Communication Panel Settings (cloud)  Communication Panel Settings (FP19)

[Roman]

Hello,

could you please confirm if this workaround works for the FP18 (HF21) and CDT? We have the same problem for one of our customers and does not seem that it is working (channel config has 2 minutes, queue 20s). It was working fine with FP16.100.

Thank you,
Roman

[Niina_P]

Hello Roman,

Could you please reach out to support about this? They can help verify how it goes for CDT. Thanks!

Best Regards,

Niina