Queue Activation

CIC administrators, supervisors, and users with the appropriate administrative access controls can optionally activate and deactivate agents on a per queue basis without regard to the agent’s Interaction Center status or state. For example, this feature enables authorized agents monitoring multiple queues to deactivate themselves from inactive or lower priority queues in order to monitor busy or high priority queues without changing their status or logging out of the inactive queue.  It also enables supervisors and administrators to activate or deactivate other agents (via Interaction Supervisor and Interaction Administrator) in queues without regard to that agent’s status or logged in state. This only works on ACD and Custom workgroup queues.

The activation and deactivation event criteria includes:

• When an agent activates or deactivates himself or herself via the Workgroup Activation dialog in the CIC clients. This requires that the agent’s user account be given “Activate Self” Access Control in Interaction Administrator.

• When a supervisor activates or deactivates an agent via Interaction Supervisor. This requires that the supervisor’s user account be given “Activate Others” Access Control in Interaction Administrator.

• When a user is added or removed from an ACD or Custom workgroup in Interaction Administrator. By default, users are added to workgroups in an Activated state.

• When an ACD or Custom workgroup is created or deleted in Interaction Administrator. By default, workgroups are created with users in an Activated state.

All ACD agent user accounts that are members of ACD or Custom workgroup queues and which are updated from a pre-IC 2.3 system are flagged as Activated when they are imported into the current release.

Note: Agent workgroup activation can be configured with handlers. See the  Workgroup Agent Activate and Workgroup Agent Deactivate toolsteps in the Interaction Designer online help in the PureConnect Documentation Library on the CIC server.