GAD overrides Agent Not ready state after ACW

Hello,

We are using Genesys SIP/GAD 7.6 but have come across a problem whereby GAD is updating the agent status after a call.

In the scenario, agent is in a call and selects a not ready state (meeting for example), then the call finishes and the status changes to after call work (ACW). After the timed ACW is over, the agent status updates to Not Ready without a reason code despite the agent selecting one during the call.

We would have thought GAD would retain the original code selected by the agent. Our options are to ask agents to only select a not ready reason code after the call, either during or after acw OR ensure it doesnt override the original code. It is quite difficult to stop agents from doing it when the system allows it so is there a way to prevent this?

Thanks,
WA

Hi WA,

It’s been a while since we done testing for this but when the call comes in you cannot change the GAD state as you are on an inbound call, the ACW takes over (if configured) as this kicks in at the end of all the inbound calls, then you have to select a not ready code that suits but only after ACW has finished. I seem to remember that although the agents status can show not ready when on the inbound this is not the actual status of the GAD as they are on the inbound.

Sorry if I haven’t been much help but this as it turns out was how we wanted our agents to use their not ready codes.

cheers

Tambo