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Webex Calling - Call Queue - Set Busy Status

Can you please add a status to Call Queues for "Make Set Busy" This status would allow an agent to set themselves in "Make Set Busy" status meaning they are still logged into the call queue, the call queue will continue to queue calls but will skip this agent as they are busy wrapping up something. This will allow the call queue to stay active without using overflow, stranded calls, bounce, etc.

  • Tyson Meierotto
  • Feb 5 2024
  • Future consideration
Calling: Webex Calling
  • Tyson Meierotto commented
    21 Mar 21:26

    When agent is in "Unavailable" status the queue goes away and has to be sent to overflow. If you can set "Make Busy" the queue is still active. The wrap up fix you are speaking to would be the same as the "Make Set Busy" we are speaking to.

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  • Admin
    Praveen Kumar Garlapati commented
    01 Mar 07:09

    Agent can set themselves as "Unavailable".

    Also, we are planning to change the behavior of wrap up to not deliver calls to agent. So, agents can set the wrap up status once that is available.

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