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  • 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.

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Comments

W

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