Hello expert,
I want to change agent status to ACW by using Java SDK, but can't find exact API method. Is it possible to force change agent status to ACW via API?
Hi,
Unfortunately, you cannot forcibly change an agent's status to ACW via API. This is because we derive ACW time by measuring the time between when the agent left the ACD conversation and when their routing status changed away from INTERACTING. Because we derive this value and you can't forcibly put an agent into any routing status other than IDLE, it's not possible to forcibly create ACW time.
Thanks
I see, OK I understand this behavior, and one more query relate with you mentionded that any routing status can't be set other than IDEL. How about off queue? Is it possible to set Off queue via API if an agent status is IDLE ?
No you cannot manually set user status to Off Queue. You can find more about routing status here: https://developer.genesys.cloud/api/rest/v2/presence/understanding_presence#set-routing-status
If an agent status is to changed to Off-queue, I need to change his or her presence to any state like available, away, training or others which are listed as primary presence, then routing status automatically gose to off queue status. Am I correct?
Yes, you are right. From the documentation: " To revoke a user's ACD eligibility, simply change their presence to anything other than On Queue "
Hello,
If you change the user's presence to Available, Busy, Away, ... (anything other than On Queue):
If the user is not working on a conversation (i.e. Routing Status INTERACTING/COMMUNICATING), the routing status is changed immediately to OFF_QUEUE.
If the user is working on a conversation (i.e. Routing Status INTERACTING/COMMUNICATING), the Routing Status will remain in INTERACTING/COMMUNICATING. Once the user terminates the conversation, the Routing Status will then be changed to OFF_QUEUE.
Regards,
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