Can Presence State in a custom workspace can be automatically set to Busy when an agent rejects?

[Krzysztof_KK]

Hi, we've been trying to achieve a situation, when an agent rejects the incoming interaction and his/her Status changes automatically from Available or Busy (or any other desired state).

Is there any OOTB solution for this or do you have any ideas on how it can be done? I've been trying with a BR on awa_work_item but it doesn't seem to work.

[Maik Skoddow]

Hi @Krzysztof_KK 

this requirement makes no sense. Imagine all agents reject tickets and are set to busy. As a result no agent can be asked anymore to take incoming interactions.

Or did I miss anything?

Maik

[Krzysztof_KK]

I believe we can imagine a situation when an agent forgets to change the state manually to Busy. Now, when he rejects, he wants to be sure no other interaction comes in. But I guess we will just have to make the 'Reassignable' flag false on the 'Busy' state and let the agents set the desired state.

[Anurag Tripathi]

If the agent is busy and takes no action, neither accepts nor rejects, the chat is reassigned automatically to next agent. 

[kevin1064]

Also, you could set the presence to Away on timeout(taking no action as Anurag mentioned), which would have similar affect to Busy in this context. The agent will not get any more chats until they mark the status to available again.