Agent Status as Criteria

Agent Status as Criteria

It has come up several times where we need to create a workflow on agent status. However, there does not exist a criteria in any of the rules such as Workflow or Supervise.

Why is this needed?
Because agents are human beings and not machines. They forget to go online or offline and wind up with a large queue in the morning or no queue at all. Forgetting to go offline probably serves as punishment and will train the agent to be more mindful in the future but will happen regardless. Or, forgetting to go online, forcing tickets to other agents.

How to Implement?
For Workflow rule, add a criteria option for "Agent Status". Values of Offline, Online.
Or, for Supervise, a time based rule where "Hours since agent status offline", "Hours since agent status online".

Sure, we can monitor the agent status in headquarters. Would be better if we can send an automated email notification from a workflow or supervise rule to the support manager. Then can take some kind of action such as immediately re-assigning tickets to other agents instead of letting tickets pile up for an "out of office" agent stuck online making the issue worse. Especially where response times to customers is important. The customer suffers when an agent forgets to go offline and then calls in sick the next day.

Since a manager cannot set an agent status when this situation happens, we at least need a method of notification. Would be ideal to have both options, set an agent status permission in profile and also rule criteria on agent status.


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