Just noticed that our outbound campaigns in Genesys Cloud 2024-2.0 are dropping calls when agents are marked as ‘Available’ in WFM but the campaign strategy requires ‘Ready’.
“The dialer will only place calls to agents who have explicitly set their status to Ready and are not engaged in another interaction.”
Is there a config in the outbound campaign to treat WFM ‘Available’ as ‘Ready’ for dialing purposes, or do we need to force a status change via API?