Question

A support manager notices that agents at Cloud Kicks are receiving cases through Omni-Channel even when they step away from their desks for meetings. The manager wants agents to be able to indicate they are unavailable for new work while still remaining logged into the Service Console. What should the administrator configure to accomplish this?

Accepted Answer

Create a presence status that is set to 'Busy' so agents can select it when they are not available to accept new work

Answer

Reduce each agent's capacity to zero in the routing configuration during meetings

Answer

Deactivate the agents' Omni-Channel permission set while they are in meetings

Answer

Set the queue's push time-out to route work only during business hours