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When a user is inactive for a given amount of time, Call Queue status ought to shift to a new state.

In Webex Calling, Call Queue is configured. In company agents doesn't change the Call Queue status to unavailable.

  • Currently, when users shut down or lock the system, the "call queue" status remains unchanged and the calls are routed to unavailable users and show up as missed calls. Please put in place a feature that causes a user's status to change to something like unavailable or inactive so that calls are not connected to inactive users.

  • Additionally, give the administrator the ability to check user status and modify it as needed.

  • Mohammed Ismail Rafideen
  • Dec 13 2023
  • Future consideration
  • Admin
    Praveen Kumar Garlapati commented
    1 Mar 10:21am

    The ability for a supervisor to view and change agent's status is coming as part of Customer Experience Essentials.