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Omnichannel Voice - Modify agent presence when accepting a consult session (call)

Ward VW on 1/11/2024 9:15:20 AM
  • When accepting a consult session (call) as agent the presence of the consulted agent is not modified.
  • As the presence remains available, calls from queues in which the agent might be present are still presented.
  • This does not seem logic as normally when being in a call your status is set to DND.


We would like to see that the presence during a consult is also modified to DND or that you can configure this behavior.

Category: Voice - Inbound Calling
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RE: Omnichannel Voice - Modify agent presence when accepting a consult session (call)

Greg Castady on 2/20/2024 3:23:11 PM

This seems like such a basic requirement that it seems like more of a bug than an idea. When an agent accepts a consult, it hurts their metrics and is a bad experience for the customer to continue to send phone calls to them.

Category: Voice - Inbound Calling