How might we improve the Genesys Knowledge Network?

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Force agents out of queues and being online

Agents from time to time remain on queue and logged into Purecloud when they have finished their shift.

Admins should have the rights to force an agent out of a queue and offline or a reserve state. 

All orgs would benefit where they have multiple agents in a contact center environment, this would help manage queue operations better and admins would be able to manage agents more effectively.

  • Darryn Chang
  • Oct 23 2018
  • Unrelated to GKN site
  • Attach files
  • Admin
    Clay Tison commented
    October 23, 2018 16:13

    Hello again, Darryn!


    Thank you for submitting your Idea! After review, it appears this Idea does not apply to the Knowledge Network, rather it is PureCloud-specific. 


    We will be closing this Idea and ask that you please use the PureCloud Product Ideas Lab to submit your idea for PureCloud.

     

    Thank you!

  • Guest commented
    October 23, 2018 16:13

    You can already do this via the queue activity page (see attachment). Deactivate removes the agent from a queue